Strategic Quality Management in Libraries / Donald E. Riggs -- Quality in Library and Information Service: A Review / Tom Whitehall -- Appendix A: Creating an In-House Support Collection -- Appendix B: Getting Trained -- Appendix C: The Electronic Information Highway -- Appendix D: The Quality Awards -- Appendix E: Publications in TotalQuality Management
TotalQuality Management: Customer-Centered Models for Libraries / Susan B. Barnard -- TQM: Quality Improvement in New Clothes / Donald E. Riggs -- Think Quality! The Deming Approach Does Work in Libraries /Terry Mackey and Kitty Mackey -- TQM: The Customer Focus / Susan Jurow -- Customer Focus - Obtaining Customer Input / Barbara Armstrong -- Quality Circles and Library Management / Daniel Sell and Mary Ellen Mortola -- Quality Circles: Realistic Alternatives for Libraries / Nancy Hanks and Stan Wade -- Why Not Consider Quality Circles? / Gina Speakman -- TotalQuality Management (TQM) in a Hospital Library: Identifying Service Benchmarks / Wenda Webster Fischer and Linda B. Reel / Alliant Health System -- Libraries Around Australia: Introducing TotalQuality Management in Telecom's National Resource Centre / Barbara Armstrong -- Just Another Management Fad? The Implications of TQM for Library and Information Services / John R. Brockman
