Wednesday, January 29, 2014

Documentary Resources of Public Libraries P- 13. Public Libraries * By :C P Vashishth

इस ब्लॉग्स को सृजन करने में आप सभी से सादर सुझाव आमंत्रित हैं , कृपया अपने सुझाव और प्रविष्टियाँ प्रेषित करे , इसका संपूर्ण कार्य क्षेत्र विश्व ज्ञान समुदाय हैं , जो सभी प्रतियोगियों के कॅरिअर निर्माण महत्त्वपूर्ण योगदान देगा ,आप अपने सुझाव इस मेल पत्ते पर भेज सकते हैं - chandrashekhar.malav@yahoo.com


Documentary Resources of Public Libraries


P- 13. Public Libraries *

By :C P Vashishth

1.0 Objectives

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2.0 Introduction

Library is a repository of resources and public library is an integral part of the society, whose primary function is to serve the users.  It usually consists of different collections which are typically shelved together in various physical areas of the library. The main library skill is understanding the basic types of library material and in public libraries ensure that all age groups find material relevant to their needs.

The library’s role of making material available is considered to be the most important contribution ever made to human culture and  technology. Libraries store material that enables users to develop ideas, knowledge and experience to enrich people from generations to generations. Without these, our society would not have advanced as we see it today.

The public library has to provide equality of access to a range of resources that meets the needs of its users for education, information, leisure and personal development. The library should provide access to the heritage of its society and develop diverse cultural resources and experiences.  Constant interaction and consultation with the local community will help to ensure this objective is achieved.

Library’s material serves as an important resource in the education, professional activities  and recreation of the members of our society. Each type of user, a student, researcher, professional or may be an industrial worker requires documents for carrying out his work. Libraries exist to satisfy the information needs of these users by supplying different types of library material.

In this module, we will discuss the categories of library material required by public libraries.


3. Documentary Resources

The public library has to meet the needs and interests of the community. For this, it  provides a wide range of material in a variety of formats and in sufficient quantity. The culture of the local community and society must be reflected in the documentary resources of the library. For this, public libraries must keep abreast of new formats and new methods of accessing information as the primary goal of every library is to aid all users in their quest for knowledge. An excellent collection of documents is required for all library services. These are available in a variety of forms which includes both the print and the non-print material.

4.0 Print Material

Historically, libraries have depended on printed material to build collections. In a library, we find a variety of printed material in various forms, which are:

  • Books
  • Reference books
  • Periodicals/Magazines
  • Newspapers
  • Maps
  • Reports

Let us now study in detail about books, magazines, newspapers and reference books which are the most popular material found in public libraries.   


4.1 Books

Books constitute a major portion of any library’s collection. Size of any library is usually determined by the number of books the library has in its stock. Books usually supplement educational courses, business, foreign languages, history, literature, etc. It is vital to know the important features of a book.

A book is defined as a written or printed literary work, which is separately published and has an independent physical existence, with pages fastened along one side and encased between protective covers. In many libraries, books are referred to as monographs.

Oxford dictionary defines a book as ‘a written or printed work consisting of pages glued or sewn together along one side and bound in covers’.

UNESCO  defines a book as ‘a bound non-periodical publication having 49 or more pages, exclusive of cover pages, published in a country and made available to the public’.

In other words, a book is a document that normally deals with one particular subject having continuous thought content. Most books have a protective cover. Books are reasonably inexpensive and convenient to store, transport and find knowledge and information. The book thus ranks as one of the humanity’s greatest inventions. People have used books in the same form for over 5,000 years. Although most books in libraries are usually bound with hard covers, paperbacks are also becoming popular now.

A book can be simple or composite, single volumed or multiple-volumed, a general book, a text-book or a reference book. Besides this, libraries have books that are fiction or non-fiction.

The public libraries provide books on various subjects for users having varied interest and of all age groups. The kind of books required for various age groups are as below:

Adults

Adult users usually require non-fiction on subjects of local, national, international and current interest. Those wanting to enhance their knowledge may read books related to new discoveries, processes, techniques or technologies. On the other hand, many may require books on current topics, local history, standard works, literature and languages or guidebooks and manuals. The adult users wanting to do light reading usually read more of fiction in English or in local language. Many of the adult users, mostly the senior citizens, prefer books with large print. In case there are large number of visually impaired users, braille materials should also be acquired.

Students

The student users require books related to their studies which may be sciences, social sciences and arts and humanities. But most of students want only help books or reference books and books which can guide them for the career.

Children

Public  libraries are most used for and are very popular with children users. Many of the public libraries have a separate children section with specially designed reading area and book shelves for children. Here the emphasis is on:

-       Story books with pictures for small children
-       Literature and fiction for children of all age-groups
-       Non-fiction including factual books on all subjects to arouse the interest of the children
-       Graphic books
-       Specially designed reference books for children  


4.2 Reference Books

It is a book meant only to be consulted or referred to for some specific piece of    information. Reference books help library users to find answers to questions. These cannot be issued and taken home. In most of the libraries, these books have the letter “R” in their call number.  These  books are found in the special reference section or near the reference desk. In other words, these books are kept in the library only for reference.

Books such as dictionaries, encyclopaedias, gazetteers, yearbooks, directories, indexes, concordances, atlases, etc. are compiled to provide definite pieces of information or varying extent. These are intended to be referred to rather than read through.  Public libraries acquire specially designed reference books like dictionaries, encyclopaedias, atlases, etc. for younger readers.

Examples:  World Book Encyclopedia, Websters’s Dictionary of English Usage, The Statesman’s Year-book, The World Book Atlas

4.3 Periodicals/Magazines

A periodical is a publication with a distinctive title which appears at stated or regular intervals, without prior decision as to when the last issue shall appear. It contains articles, editorials, features, columns, stories or other writings, by several contributors. The periodicals are important sources for current information on any subject.

Periodicals are also referred to as serials or journals. Besides these, magazines are the most typical type of periodicals. Magazines are also periodicals with each issue starting at page one but they are not academic or professional publications. They are for general reading, quick information, or entertainment, frequently containing advertising for consumer products


4.4 Newspapers

A newspaper is a scheduled publication containing news of current events, informative articles, diverse features, editorials, and advertising. It usually is printed on relatively inexpensive, low-grade papers known as the newsprint. It is a publication issued periodically, usually daily or weekly containing most recent news. Newspapers, thus, provide an excellent means of keeping well informed on current events. They also play a vital role in shaping of the public opinion. Most of the public libraries are used only for their newspaper collection especially by the senior citizens of the locality of the library.

Newspapers are available in various categories as  below:

a)    Daily newspaper – issued every day. Example:  The Times of India, The Hindustan Times


b)    Weekly – published once a week. Example: Union Times Today, Sadbhavana Times 


c)    National – a newspaper that has national focus and circulates throughout the country. Example: The New York Times


d)    International – a newspaper having international editions. Example: The International Herald Tribune

e)    Online – most printed newspapers these days have online editions too.  Example: Times of India, The Hindu

The newspapers contain the world, national, state and local news. They carry editorials, opinion columns, featured articles and entertainment items. Very often, the news items or the stories are also supported by illustrations and photographs. A lot of newspapers bring out glossy and coloured supplements too in order to attract more readers.


5.0 Non-Print Material

Non-print material are defined as any material pertaining to, or consisting of other than the printed matter. These are rapidly becoming important information and learning resource materials for the modern libraries. Non-print materials differ from printed materials in several ways. One of the chief differences is  that a machine must serve as a mediator between the information and the user of non-print material. Also, the great variety of formats and machines can confuse the users.


5.1 Audio-Visual

Audio-visual material is a generic term to describe information content held in storage and transmission media and formats that use images and sounds rather than or sometimes in addition to textual matter.These materials, also called instructional media materials, are educational aids that work primarily through the senses, especially hearing and seeing. These materials include:

  • Motion picture films
  • Microforms
  • CD-ROMs
  • DVDs
  • Photographs

The public libraries having these materials also have the equipment involved in using them, such as motion-picture projectors, television sets, record and tape players, etc. For a very long time libraries had stored audio-cassettes, video-cassettes and slides but with the advent of modern technologies, these have become obsolete. Most of the audio-visual materials involve a greater use of the senses of the users and offer a more realistic experience than can be gained from reading a book. Although books still rank as the most widely used materials of any library, the audio-visual materials can be used to supplement the books and stimulate the interest of the users.

Let us now learn some details about each type of audio-visual materials.

a)    Motion picture films

A film, also called a movie or motion picture film, is a series of still or moving images. It is produced by recording photographic images with cameras, or by creating images using animation techniques or visual effects.

Film is considered to be an important art form, a source of popular entertainment and a powerful method for educating people. The visual effects give films a power of communication in the most effective manner. This makes films a popular material in public  libraries.  

b)    Microforms

Microforms, either films or paper, contain micro reproduction  of documents for transmission, storage, reading  and printing. Microform images are commonly reduced to about one twenty-fifth of the original document size. Three common formats are microfilm (reels), micro-cards and microfiche (flat sheets). Microforms can be read only with the help of a microform reader. Microforms were very useful for archival purposes. However, with advancements in computer technology, especially digitization of materials, the process of producing and using microforms has undergone tremendous changes. Presently, documents are scanned and stored electronically.

c)    CD-ROMs

A CD-ROM (an acronym of Compact Disc Read-only Memory) is a pre-pressed compact disc that contains data accessible to a computer for data storage,  music playback and videos. Discs are made from a 1.2 mm thick disc of polycarbonate plastic, with a thin layer of aluminium to  make a reflective surface. Earlier CDs were read only but presently, it is possible to write ( i.e., store data) on the CDs. The storage capacity of a  CD-ROM is huge as it can easily store an entire multi-volumed encyclopaedia with  images, plus audio and video clips. The CDs can be used to play both audio and video clips on a computer system or a CD player.

d)    DVDs

DVD stands for Digital Versatile/Video Disc. DVD is an optical disc storage format which has higher storage capacity than Compact Discs while having the same dimensions. DVDs have been adopted by movie and home entertainment distributors and have replaced Video cassettes and CDs. Presently, HD DVD and Blu-ray Disc are successors to the DVD. A dual layer HD DVD can store up to 30 GB and a dual layer Blu-ray disc can hold up to 50 GB of data. The DVDs can be used to play audio and video on a computer system or a DVD player.

e)    Photographs and Drawings

These include illustrations from books, periodicals, newspapers and at times pictures produced by commercial companies. The photographs can be scanned with the help of scanners and used at suitable places with various texts. The drawings, on the other hand, can be drawn on computer with the help of a DTP package and used suitably. 

5.2 Electronic Material

Computers and related electronic resources have come to play a central role in modern libraries. Electronic resources are the prime ingredients here. Electronic resources, referred to as e-resources, have added value to libraries for offering better services to the users. Electronic resources can be defined as any library material that is made available electronically. These are, thus, those library resources which include documents in electronic or e-format that can be accessed locally or via the Internet. Many reference books are also available in electronic format.

Users are provided access to various e-resources which are e-books, e-journals, e-databases, e-magazines, e-images, e-audio, digital library projects, electronic exhibitions, e-newsletters, e-conference proceedings, etc. Many of the electronic resources are available free to anyone over the Internet but some are commercial resources.

Information and communication technology is one of the important aspects of today’s world. It has changed the society into information society which is now the way of life. This change is also reflected in the modern public libraries.

Let us now know more about some of the electronic resources acquired by public libraries.

a) Electronic Books (e-books)

An electronic book, also referred to as e-book, ebook, digital book or even e-edition, is a book-length publication in digital form. It  consists of text, images, or both and produced, published, and readable on computers or other electronic devices. Sometimes, the equivalent of a conventional printed book is also available as e-book. E-books are usually read on dedicated e-book readers. Personal computers, laptops and some mobile phones can also be used to read e-books.

Some benefits of e-books over printed books are:

  • Immediately accessible – no waiting for delivery
  • Searchable
  • Most can be bookmarked
  • Easily portable than heavy printed books

We can store a whole library of e-books on our desktop, laptop or a hand-held device while moving about or traveling.  A whole range of reference sources too are accessible electronically.

Examples:

Treasure Island by Robert Louis Stevenson, a free e-book can be downloaded fromhttp://www.feedbooks.com

Oxford Advanced Learner’s Dictionary, e-book edition is the popular e-book edition of the Oxford Dictionary available at  http://www.mobipocket.com

http://www.amazon.com/
http://www.literature.org/

b) Electronic Journals (e-journals)

Electronic journals, also known as ejournals, e-journals or electronic serials, are scholarly journals that can be accessed via electronic transmission. This means that these are usually published on the web. They are specialized form of electronic documents with the purpose of providing material for academic research and study. The e-journals are formatted just like journal articles in traditional printed journals.

Some electronic journals are online-only journals, some are online versions of printed journals and some consist of the online equivalent of a printed journal. Most commercial e-journals are subscription based or allow pay-per-view access. An increasing number of journals are now available online, as open access journals, requiring no subscription and offering free full-text articles. E-journals, however, have more use in academic and special libraries as these are usually used by scholarly users.

Examples:


Springer Science Online (Electronic books and journals -     http://springer.de/

Blackwell Scientific Journals –       http://blacksci.co.uk/

c) E-magazines

An online magazine also called aswebzines or ezineor e-zine is a more specialized term appropriately used for small magazines and newsletters distributed by any electronic method. These are usually distributed  by electronic mail. These are becoming very popular as printing and distribution costs are saved and they can be accessed anytime from anywhere.

Examples:

India Today digital magazine,  Business Today e-Magazine, GrihShobha e-magazine


6.0 Other Resources

We have learnt about various forms of library material in the previous sections. However, besides the various print and non-print material, already discussed, there are some more types of library materials you should know about. These include the standards, patents, pamphlets, reports, dissertations and theses, and maps and charts, etc. The public libraries, however, acquire only the materials as discussed below:


6.1 Pamphlets

A pamphlet is an unbound booklet, consisting of usually a single sheet of paper, that is printed on both sides and folded. It is also called a leaflet and it  may consist of a few pages that are folded in half and stapled at the crease to make a simple book. UNESCO considers a publication as a pamphlet (other than a periodical), if it has at least 5 pages but not more than 48 pages exclusive of the cover pages. However, a  longer item is a book. Pamphlets are considered to be ephemeral material and usually provide information on topics of interest and are not intended to be exhaustive in nature.

Example :  Pamphlet of a new car to be launched


6.2 Posters

Like pamphlets, posters are also very useful, especially in areas where there is no easy access to modern communication media. It is a direct way of communication with community, but it can be rather expensive. Posters should be put up on places where they can be seen clearly. It is important thus, that they are large and with bold lettering to attract attention and can be read easily.

Example: Poster showing a new car that is being launched with a photograph

6.3 Maps, Globes and Charts

The location of any place or feature on the earth’s surface can be shown on a map or a globe. A map is usually drawn on a flat surface and a globe on a spherical surface.  Charts can be pictures, diagrams, floor plans, layouts, flowchart, etc.

Libraries usually acquire atlases which are usually books of maps and as such can be categorized as books. Globes are actually models of earth and provide geographical information.

Example: Oxford Reference Atlas for India and the World – published by Oxford University Press

6.4 Special Collection

Public libraries serve a variety of functions and in addition to providing access to free, quality information,they also may  maintain special collections in following areas:

  • Rare book collection
  • Manuscripts and archives
  • Photographs collection
  • Old reference material
  • Literature and classic works in various languages
  • Stamp collection

Many well-established large public libraries set up special collections within their buildings to display unique information for their users. Setting up a special collection in a public library is a good way to preserve the heritage of a community.These special collections are educational tools for the public as well as historical preservation initiatives aimed at keeping the individuality of a public library. The special collection is usually not issued and is for reference purpose only.

7.0 Summary

Users rely on public libraries which provide information in support of teaching, learning, research and knowledge dissemination, which is a fundamental reason for their existence. In order to be effective, libraries have to acquire suitable material needed by their users. For this reason, it is essential that the librarians of public libraries should be aware of various forms of library materials.The public libraries being a world wide phenomenon, attempt to meet a wide variety of user needs. They provide a variety of information resources such as text books, journals, fiction, etc. Their collection also contains information on general topics, social sciences, reference work, recreational information and extension services. The  public libraries also function as a ready source of information on activities in all walks of life for people. They assist user for taking advantage in decision making for development activities and for educational advancement.

In this module, we have discussed various kinds of documentary resources  and their role in a  public library. We have learnt about the print  and the non-print material. The print material includes the books, magazines, newspapers and reference books. The non-print material includes the audio-visual materials and electronic materials. Besides these, other resources are required by public  libraries, these are: pamphlets, posters, maps and charts, and special collections. Electronic resources, referred to as e-resources, have added value to the modern public libraries for offering better services to the users. 






Total Quality Management in Libraries P- 12. Management of Libraries and Information Centres & Knowledge Centres * By :PK gupta

इस ब्लॉग्स को सृजन करने में आप सभी से सादर सुझाव आमंत्रित हैं , कृपया अपने सुझाव और प्रविष्टियाँ प्रेषित करे , इसका संपूर्ण कार्य क्षेत्र विश्व ज्ञान समुदाय हैं , जो सभी प्रतियोगियों के कॅरिअर निर्माण महत्त्वपूर्ण योगदान देगा ,आप अपने सुझाव इस मेल पत्ते पर भेज सकते हैं - chandrashekhar.malav@yahoo.com

Total Quality Management in Libraries


P- 12. Management of Libraries and Information Centres & Knowledge Centres *

By :PK gupta

1.1 What is quality ?

The origin of the quality concept and quality management for the production of goods can be traced to the start of industrial mass production. W. A. Sheward’s theory of the Economic Control of Quality of Manufactured Products of 1931 (Sheward, 1931) can be regarded as a milestone.

Many people have incoherent ideas about quality and some of them even like to equate quality with expense. However, we know that it is possible to pay a high price for an inferior product or service but a the same time high quality goods and services at a lower price can easily be obtained. Modern concept of quality is defined as a conformance to requirements and requirements are defined as the task to be accomplished in meeting customer needs. Quality cannot be assured by mere inspecting the products or service; the customer satisfaction has to be designed into the whole system. The confirmation check then makes sure that the things are according to a plan.  In other words, the objective of quality improvement is not to screen out bad products, but to develop production processes so that the defects can be eliminated completely.

 According to Michael Maccoby, the definition of quality for the industrial age is meeting or exceeding the customer’s expectations in terms not only of beauty, usability and durability, but also cost and timeliness of delivery (Maccoby, 1993).

 Philip Crosby, a TQM Guru, defines quality as “Conformance to requirements” (though the requirement may not fully represent customer expectations). (Crosby, 1979) .

According to Peter Drucker, “Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for” ( Drucker, 1985).

Another TQM Guru, Joseph M Juran defines quality as “ fitness for use”. Fitness is defined by the customer (Source : http://asq.org/glossary/q.html. Retrieved on 8.12.2012).

As per American Society for Quality, "Quality denotes an excellence in goods and services, especially to the degree they conform to requirements and satisfy customers." (Source : http://asq.org/glossary/q.html. Retrieved on 10.12.2012)

Thus the definition of quality varies. However, one thing which is common among all  the above definitions is the centrality of the customer. Quality is nothing but meeting or exceeding customer’s expectations in relation to use of a particular product or service.  It is the customer (and not the producer or service provider) who judges the quality, irrespective of the cost of the product, its looks or other attractive features.


Quality Glossary - Q
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
QEDS Standards Group: The U.S. Standards Group on Quality, Environment, Dependability and Statistics consists of the members and leadership of organizations concerned with the development and effective use of generic and sector specific standards on quality control, assurance and management; environmental management systems and auditing, dependability and the application of statistical methods.
Q9000 series: Refers to ANSI/ISO/ASQ Q9000 series of standards, which is the verbatim American adoption of the 2000 edition of the ISO 9000 series standards.
QS-9000: Harmonized quality management system requirements developed by the Big Three automakers for the automotive sector. Replaced by Technical Specification 16949 effective Dec. 15, 2006. Also see “ISO/TS 16949.”
Qualitician: Someone who functions as both a quality practitioner and a quality technician.
Quality: A subjective term for which each person or sector has its own definition. In technical usage, quality can have two meanings: 1. the characteristics of a product or service that bear on its ability to satisfy stated or implied needs; 2. a product or service free of deficiencies. According to Joseph Juran, quality means “fitness for use;” according to Philip Crosby, it means “conformance to requirements.”
Quality assurance/quality control (QA/QC): Two terms that have many interpretations because of the multiple definitions for the words “assurance” and “control.” For example, “assurance” can mean the act of giving confidence, the state of being certain or the act of making certain; “control” can mean an evaluation to indicate needed corrective responses, the act of guiding or the state of a process in which the variability is attributable to a constant system of chance causes. (For a detailed discussion on the multiple definitions, see ANSI/ISO/ASQ A3534-2, Statistics—Vocabulary and Symbols—Statistical Quality Control.) One definition of quality assurance is: all the planned and systematic activities implemented within the quality system that can be demonstrated to provide confidence that a product or service will fulfill requirements for quality. One definition for quality control is: the operational techniques and activities used to fulfill requirements for quality. Often, however, “quality assurance” and “quality control” are used interchangeably, referring to the actions performed to ensure the quality of a product, service or process.
Quality audit: A systematic, independent examination and review to determine whether quality activities and related results comply with plans and whether these plans are implemented effectively and are suitable to achieve the objectives.
Quality circle: A quality improvement or self-improvement study group composed of a small number of employees (10 or fewer) and their supervisor. Quality circles originated in Japan, where they are called quality control circles.
Quality control: See “quality assurance/quality control.”
Quality costs: See “cost of poor quality.”
Quality engineering: The analysis of a manufacturing system at all stages to maximize the quality of the process itself and the products it produces.
Quality Excellence for Suppliers of Telecommunications (QuEST) Forum: A partnership of telecommunications suppliers and service providers. The QuEST Forum developed TL 9000 (see listing).
Quality function deployment (QFD): A structured method in which customer requirements are translated into appropriate technical requirements for each stage of product development and production. The QFD process is often referred to as listening to the voice of the customer.
Quality loss function: A parabolic approximation of the quality loss that occurs when a quality characteristic deviates from its target value. The quality loss function is expressed in monetary units: the cost of deviating from the target increases quadratically the farther the quality characteristic moves from the target. The formula used to compute the quality loss function depends on the type of quality characteristic being used. The quality loss function was first introduced in this form by Genichi Taguchi.
Quality management (QM): The application of a quality management system in managing a process to achieve maximum customer satisfaction at the lowest overall cost to the organization while continuing to improve the process.
Quality management system (QMS): A formalized system that documents the structure, responsibilities and procedures required to achieve effective quality management.
Quality plan: A document or set of documents that describe the standards, quality practices, resources and processes pertinent to a specific product, service or project.
Quality policy: An organization’s general statement of its beliefs about quality, how quality will come about and its expected result.
Quality rate: See “first pass yield.”
Quality score chart: A control chart for evaluating the stability of a process. The quality score is the weighted sum of the count of events of various classifications in which each classification is assigned a weight.
Quality tool: An instrument or technique to support and improve the activities of process quality management and improvement.
Quality trilogy: A three-pronged approach to managing for quality. The three legs are quality planning (developing the products and processes required to meet customer needs), quality control (meeting product and process goals) and quality improvement (achieving unprecedented levels of performance).
Queue time: The time a product spends in a line awaiting the next design, order processing or fabrication step.
Quick changeover: The ability to change tooling and fixtures rapidly (usually within minutes) so multiple products can be run on the same machine.
Quincunx: A tool that creates frequency distributions. Beads tumble over numerous horizontal rows of pins, which force the beads to the right or left. After a random journey, the beads are dropped into vertical slots. After many beads are dropped, a frequency distribution results. Quincunxes are often used in classrooms to simulate a manufacturing process. The quincunx was invented by English scientist Francis Galton in the 1890s.

1.1 What is quality ? Cont....

Quality is not something that is asserted by the manufacturer, its is perceived by the customer. Therefore, quality will happen only when the manufacturer’s specification(s) matches with the customer expectations. Quality is not something that is negotiable, correctable or adjustable. It is doing things right the first time, every time and all the time.

Chakraborty (a) clarifies the quality concepts as follows :

Quality improvement is not :
Quality improvement is :
Slogans, banners and speeches
A basis of belief in the power of quality improvement
A program overlay or ‘flavor of the month’
An understanding that continuous quality improvement will lead to improving business results
Product quality or output inspection in manufacturing
Woven into the fabric of day-to-day management process
The other person’s responsibility
The integration of business planning, and the objective setting process,  the first important step for a life long journey.
A department or office
A long term investment. Patience is the key
The top telling middle what the bottom should be doing to improve quality
Constant education and training – Total quality starts and ends with training
“Microwave” management
Total involvement – management, employees, suppliers and customers.
Further, Chakraborty (a) says that  the following changes are required in the Indian context to make quality happen :

(i)            Every organization needs to understand that they exist to serve the customers. It is of utmost importance to not only know very precisely and clearly what the customer wants but also have to provide that to him.
(ii)           Feeling that the customer is asking for the moon should go. If he is really asking for the moon, the best option would be to either give him what he wants or politely tell him to go somewhere else instead of trying to make him believe that he should be satisfied with what he is getting.
(iii)          Satisfying the demanding customer is not easy. But it is the demanding customer who implicitly expresses faith and confidence with the ability of the producer. He would stay only if the supplier chooses to stay with his demands. And the demands can be met when the production systems are made viable to cater to the increasing variety of demands.
(iv)         Accounting systems are to be made proactive from the present posture of being only reactive. Accounting systems need to influence thoughts rather than work on Return on Investment.
(v)          Generation of waste can be tackled at the points of their origin. And this can be done by the united effort of the work force when that is consciously developed through   managerial action.


1.1 What is quality ? Cont....

WHAT IS TQM?
The definitions of TQM are many and varied and the topic is quite often confused with quality assurance. The following definition by Cook (1992) is one that fits well with the principles we have adopted in our quality improvement programme:
Total quality management (TQM) is the term applied to the approach which organizations adopt to improve their performance on a systematic and continuous basis. This is achieved through the involvement of employees throughout the organization in satisfying the total requirements of every customer, whoever the customer may be--either external or internal--and the development of processes within the organization which are error-free.
This definition introduces three important concepts, the first of which is the recognition that customers are not simply the "end users" (our "external" customers) but also colleagues (our "internal" customers). Every department or office has a series of suppliers and customers. Suppliers are people who pass work, information, etc. on to us for some further processing. We then pass work, information, etc. on to someone else who becomes our customer. We must pay equal attention to satisfying the requirements of all our internal customers as well as our external customers.
The second important concept in the definition is "the development of processes which are error-free". Most people in organizations spend a large proportion of their time correcting errors, looking for things, checking why things are late, redoing things, apologizing to customers, trying to find the right person to talk to, etc. TQM seeks to eliminate waste of this type by involving everyone in improving the way things are done. It focuses on preventing errors and waste, rather than putting them right when they occur--getting things right first time. In other words. developing processes which are error-free. There is an attitudinal perspective to this also in that staff are encouraged to think in these terms. "Good enough is not good enough!
The third concept, and one which is of crucial importance, is the fact that TQM is a continuous process. Anyone who thinks this is a technique to use for a year or two should discard any plans to adopt it now. It is often stated that effective TQM programmes lead to a change in organizational culture and that this is one of the most important outcomes of the process. TQM brings a change in attitudes and the development of skills, so that the culture of the organization becomes one of preventing failure and working together as effectively as possible to improve continually on the services offered.
Chakraborty (1996) explains the TQM concept as follows :
TQM is based on three basic ideas of reformation :
(i)            To become customer driven instead of being self focused;
(ii)           To concentrate on the process rather than being pre-occupied with results;
(iii)          To use worker’s heads in addition to their hands
It has to be understood that we are not in the business of finding customers for our product, we are in the business of finding products for our customer. This is precisely the foundation stone on which the entire quality philosophy is built. The customer needs identification has to be done on a continuous and ongoing basis in the changing world of today.
Giving their experience in implementing TQM in a US library, US librarians Crit Stuart and Miriam A. Drake (Stuart and Drake, 1993) give the following advice :
(i)            Involve everyone of staff;
(ii)           Identify internal and external customers;
(iii)          Improve customer satisfaction;
(iv)          Increase opportunities for customer interaction and feedback;
(v)           Provide value added services;
(vi)          Encourage innovation and efficiency;
(vii)         Communicate openly;
Identify staff training, education and development opportunities.


1.1 What is quality ? Cont....

Main differences between ISO 9000 and total quality

The fundamental difference between the ISO 9000 standards and total quality is that the latter, as a philosophy of management, has a broader spectrum. The most outstanding characteristics referring to the basic priorities, key factors and principles of action, are as follows.

Contrary to the quality assurance towards which the ISO 9000 standards are directed, total quality searches for excellence. In this sense, the basic priorities of total quality are to achieve customer satisfaction and efficiency, while the ISO 9000 standard is centred only on completing contractual commitments with the customers. In order to guarantee the quality of the product or service offered to the customer, the standards consider that it is necessary to work with raw materials and processes of quality. Based on this they attach great importance to the management of quality in suppliers and in all the manufacturing process including the design and the specifications that the products or services should achieve. Also, they undertake the process of revising the contract or management of orders, since they not only consider it necessary to operate with raw materials and processes of quality, but they should also understand and transmit appropriately what the customer wants, in order to avoid delivering something of quality but different to the product ordered.

The key factors for the success of total quality are the commitment of the managers and the co-operation of all the people that form part of the organization. For ISO 9000, what is fundamental is the rigorous application of procedures and the adequate composition and motivation of personnel.

The foundations or principles of action of total quality are to act on the process of the business, procuring continuous improvement and incorporating the "best practices" of the sector or of leading companies outside the sector. On this point, ISO 9000 limits itself to the productive or service processes and serves also as a base for continuous improvement, understood as the continuous reduction of non-conformities.

A frequent complaint about ISO 9000 is that the concept reflects a conservative inspection philosophy, not incorporating the advances of TQM. TQM, at its most  fundamental, involves dedicating all activities of an organization towards delivering a quality product or service. ISO standards, on the other hand, is narrow, static, and in-house oriented, emphasizing conformance to specifications, and thereby being very different from TQM which is based on a broader, more dynamic and customer – oriented quality concept.  ISO 9000 is a standard for quality systems – and not – as many believe – a standard of product or service quality.  To quote Chakraborty (b), the sum substance of ISO 9000 is : do what you document and document what you do.  Indeed, it would be possible even for a badly performing library to obtain the ISO 9000 certificate, if alone conformance to specified requirements can be assured.  Therefore, the real weakness of the ISO  concept is that a library aiming at ISO 9000 registration is not bound to use the user-centered quality definition , while the TQM emphasizes only that.

Another aspect of criticism against the application of ISO 9000 to libraries is that ISO standards are tailored to industrial manufacturing as well as public services characterized by routine tasks, programmed activities, and regular and repetitive processes such as postal services, banking services, train reservation, etc.  In such contexts, the ISO requirements are recognized as effective and efficient means to assure conformance to specifications. On the contrary, the standards are regarded less appropriate in contexts wherein professional  judgments are required, such as, medical services, legal services, educational institutions  or in libraries


References :

  1. Chakrabortty (S)a. Quality : how to make it happen. Source not known.
  2. Chakraborty (S) b. Will quality happen if we got !SO 9000 ? BMA Review, pp. 37-42 (Year and volume not known).
  3. Chakraborty, S (1996). TQM and organizational learning. Productivity. Vol 37(1).
  4. Cook, S., Customer Care: Implementing Total Quality in Today's Service Driven Organization, Kogan Page, London, 1992.
  5. Crosby, Philip (1979). Quality is free. New York, McGraw Hill.
  6. Drucker, Peter (1985). Innovation and entrepreneurship. Harper  and  Row.
  7. Maccoby, Michael (1993). To create quality, first create the culture. Research – Technology Management. Vol 36(5).
  8. Sheward, W. A. (1931). Economic control of quality of manufactured products. London, Macmillan.
  9. Stuart, Crit and Drake, Miriam A (1993). TQM in research libraries. Special Libraries. Summer 1993.