1. Total Quality Services inTotal Quality Services in
LibrariesLibraries
Dr. Rajesh Kumar,
Librarian and
Ms. Shweta Pandey,
Asst. Librarian
Knowledge Resource Centre
Indus World School of Business,
Greater Noida, U.P.

2. IntroductionIntroduction
Libraries has always been committed toLibraries has always been committed to
provide a high quality of services to its user.provide a high quality of services to its user.
Libraries users have been changing day byLibraries users have been changing day by
day and it has challenged for libraries today and it has challenged for libraries to
deliver the quality services. Users in thedeliver the quality services. Users in the
libraries have become more and morelibraries have become more and more
information conscious than ever beforeinformation conscious than ever before

3. What is Quality?What is Quality?
• To define a quality in a word is not easy.
According to John Ruskin “Quality is never an
accident. It is the result of an intelligent effort”.
As per British Standard “The totality of features
and characteristics of a product of service that
bear on its ability to satisfy stated or implied
needs”. Quality is measure in the terms of
customer satisfaction through a product or by
service.

4. Objective of Quality ServicesObjective of Quality Services
• The basic objective is to promote innovative service
to attract users.
• To ensure survival of their respective instructions
and enhance perceived value of the service.
• To influence high level user satisfaction.
• Continuous improvement in the work process
• Identification of gap between the past and
anticipatory experience.

5. Library Quality ServicesLibrary Quality Services
• When we are talking about Library Quality
Services, the term excellence stands
which means Library should provide
quality products and services to their user.
We should provide all the best possible
services to user via manual or through e-
form but our aim should be customer
satisfaction.

6. Library Quality ServicesLibrary Quality Services
Quality books for all .
Every quality user his/her book.
Every quality book its reader.
Save the time of the quality user.
Quality Library is a growing Organism.

7. Need of Quality ServicesNeed of Quality Services
Customer satisfaction is a key soul of the
service organization.
Optimum use of Information within limited
resources and manpower and cost.
Due to information explosion, need timely
intervention / attention.
Best matching between the user
requirement and service.

8. Types of Quality Library ServicesTypes of Quality Library Services
• Circulation
• New Arrival
• Inter Library Loan
• Reference Service
• Current Awareness Service
• Special Collection
• OPAC

9. Types of Quality Library ServicesTypes of Quality Library Services
• Campus Happening Services
• User Assistance Service
• Library Bulletin
• Indexing Abstracting Services
• Users Query Services
• Organizing Book Exhibition

10. Library Staff Commitment with UserLibrary Staff Commitment with User
about Quality Servicesabout Quality Services
• Provide a service which is friendly helpful and
responsive to user needs.
• Provide the fullest possible service at all times,
within the constraints of available resources
• Create Pleasant and welcoming environment in
which user can sit in the library
• Make available resources and information
resources appropriate to users needs.

11. Library Staff Commitment with UserLibrary Staff Commitment with User
about Quality Servicesabout Quality Services
• Train and develop staff so that they continue to
provide a quality service.
• Complaint and suggestion always welcome from
user side.
• User surveys should also conduct time to time.
• Publicise service standards for key areas of library
activity.
• Publicise Library’s range of services, library
regulations and opening hour.

12. How Libraries have improved TotalHow Libraries have improved Total
Quality ServicesQuality Services
• Library should publish information services brochures
for customer/User.
• Time to time user survey should also conduct about
library services through Questionnaire.
• Operation hours also changes as per the customer
demand.
• User orientation program should also conduct about
library services.
• Staff User training programme also conducted.

13. How Libraries have improved TotalHow Libraries have improved Total
Quality ServicesQuality Services
• Highlight the latest development eg. Addition of
books, Journals, on-line database, e-resources, to
library users.
• Library Service provider should think that how the
customer satisfied by his/her services
• Follow the mission Statements.
• Library Service Provider should keep in the mind
about Fourth Law “Save the time of the User.

14. ConclusionConclusion
• Success of any library in future depends upon their
own capability to be more dynamic and prove their
value in Academic research outcome and its
services to users also. Libraries are the service
institution and always ready for providing better
quality service to their customer. Growth of a
library fully depends upon its better quality library
services.

15. Thank You very much
for sparing your
valuable time!