pt. 1. Quality and information services -- ch. 1. Information services environment -- ch. 2. Managing information services -- ch. 3. Defining quality management in information services -- ch. 4. Relating information quality to organizational quality / Miriam A. Drake -- pt. 2. TQM: the critical components for information services -- ch. 5. Customer care in the information environment -- ch. 6. Route to continuous improvement in information services -- ch. 7. Measurement of quality in the provision of information -- ch. 8. Information services manager's role in building trust and teamwork -- ch. 9. Establishing a desire for quality and ensuring the participation of senior management -- pt. 3. Bringing quality management to information services -- ch. 10. Moving information services iinto the quality culture
