TQM IN RESEARCH-LIBRARIES

TOM in academic libraries is inspiring a new focus on valued service to customers as competition from alternate information sources reveals the inadequacies of traditional service. Georgia Tech Library developed its own version of TQM to rivet attention to customer needs and provide content-based, value-added information services. As the primary agents in customer interaction, front line staff are driving innovation and the marketing of services. Statistical quality controls to adequately assess information transactions are not yet worked out. Anecdotal evidence of success or failure is still the primary measure of service success.