Journal of Business and Management Sciences
ISSN (Print): 2333-4495 ISSN (Online): 2333-4533 Website: Editor-in-chief: Heap-Yih Chong
Open Access
Journal Browser
Journal of Business and Management Sciences. 2014, 2(3A), 29-32
DOI: 10.12691/jbms-2-3A-4
Open AccessResearch Article

Total Quality Management in Service Sector: Case Study of Academic Libraries

Sribatsa Pradhan1,

1Xavier University Bhubaneswar, Odisha, India

Pub. Date: October 22, 2014
(This article belongs to the Special Issue Emerging Trends in Production Research: Concepts and Cases)

Cite this paper:
Sribatsa Pradhan. Total Quality Management in Service Sector: Case Study of Academic Libraries. Journal of Business and Management Sciences. 2014; 2(3A):29-32. doi: 10.12691/jbms-2-3A-4


Quality normally focuses on fulfilling needs, and preferences of customers. Customer-driven quality product and service ensure to satisfy the requirements of customer beyond their expectations. As the organizations improve the quality standard of their product and services the customers’ expectations change eventually. Keep this in mind, the fast growing organization anticipates the change and improves its quality product and services continuously. This aspect encourages widespread use of quality management tools, including cost of quality, process integrity, and various measurement techniques for the survival of the organization. Total Quality Management (TQM) acts as one of the powerful management tool which integrate both internal and external customer and able to provide quality services with limited resources. Present paper deals with TQM in academic libraries and aims to focus on how they can provide better quality products and services to stake holders. Since continuous change is occurring in the field of library and information services, academic libraries have to offer learning materials in all format, i.e. print (books and Journals, reports) as well as electronics medium(through digital networked information services). Attempt has been made in this paper to examine how academic libraries can able to provide quality services to their customers with limited resources by adopting quality management tool like TQM.

total quality management benchmarking good governance service sector

Creative CommonsThis work is licensed under a Creative Commons Attribution 4.0 International License. To view a copy of this license, visit


[1]  Berk / Berk, (1993) Total Quality Management, Excel Books, New Delhi.
[2]  Charantimath, P.M. (2003) Total Quality management, New Delhi, Pearson Education.
[3]  Feigenbaum, A.V. (1983). Total Quality Control, 3rd edn., McGraw-Hill, New York.
[4]  Harith, M.B. (2013). Total quality Management Indicators in Academic Libraries: In India, JBM & SSR, New Delhi. 12-16.
[5]  Horwitz, C. (1990). Total quality management: an approach for education. Educational Management and Administration, 18 (2): 55-58.
[6]  Juran, G. (2000) Juran’s Quality Handbook, McGraw-Hill, New York.
[7]  Juran, J.M., Godfrey, A B, Hoogstoel, R.E. and Schilling, E.G. (1999). The Quality Improvement Process, Juran's Quality Handbook. 5th edition, McGraw-Hill, New York.
[8]  Kanji, G.K. and Tambi, A.M. (1998). Total Quality management and higher education in Malaysia. Total Quality Management, 9 (4/5): 130-132.
[9]  Kanji, G.K., Tambi A.M. and Bin, A. (1999). Total Quality Management in UK higher education institutions. Total Quality Management, 10 (1): 129-153.
[10]  Khanna, V.K. (2009). TQM: Planning, Design & Implementation, New Age International (P) Ltd, New Delhi.
[11]  Mohanty, R.P. and Lekhi, R.R. (2002). TQM in the Service Sector, Jaico Publishing House, Mumbai.
[12]  Oakland, J.S. (1993). Total Quality Management. Second edition. Butterworth- Heinemann, Oxford.
[13]  Oakland, J.S. (2003). TQM: Text with Cases. Butterworth-Heinemann.
[14]  Pradhan, S. (2009). Benchmarking in Academic Libraries, Bhubaneswar, 10th National MANLINET Proceedings, 287-291.
[15]  Pradhan, S. (2011). Total Quality Management in Academic libraries, VSRD Technical and Non- Technical Journal, 3 (10): 376-379.
[16]  Wang, H. (2006). From “User” to “Customer”: TQM in Academic Libraries. Library Management, 27 (9): 606-620.