Abstract
I Introduction to quality concepts 1. why does quality matter? 2. the quality gurus 3. ISO 9000 4. the customer perspective 5. the quality awards 6. the citizen's charter: a government approach to quality management 7. total quality management II libraries, information services and quality 8. libraries and quality: recent research and applications 9. defining purpose: the mission of the library 10. comparing library and information services: statistics, standards and guidelines 11. models of library effectiveness 12. systematic performance measurement for libraries and information services 13. contracting out and charters for libraries 14. implementing quality management: from theory to action.
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