A New Approach Based on Total Quality Management (TQM) for Improving Academic Libraries Quality Service

Abstract

This paper applied Total Quality Management (TQM) to identify service improvement techniques for an academic library. In order to reach the
quality and making suitable changes, first reader needs and their importance, and satisfaction degrees were examined via questionnaires based on
TQM methodology that is one of the important tools of improvement and management development. Second, the service improvement techniques
for satisfying the reader needs were developed by interviewing experts. Following, a framework was constructed to implement a unified method for
improving quality service based on TQM. The current research is descriptive – deductive type – which is resulted from the theoretical framework
and research, rules in an explanatory style and styles of library, articles, magazines and internet. Also the theory test and gathering data has been
done as analytical. The empirical study specifies reader needs and service improvement techniques respectively, and some practical suggestions are
raised for academic libraries.