Implementation of ISO 9000 in Industrial Libraries:A Case Study
Authors
-
Tata Infotech Ltd, SEEPZ-Andheri (E), Mumbai-400096
Dhanashree A. Date -
Department of Library and Information Science, University of Mumbai, Vidyanagari, Kalina, Santacruz (E), Mumbai - 400098Pratibha A. Gokhale
DOI:
https://doi.org/10.17821/srels/1999/v36i2/94413Keywords:
TQM, ISO, Library Management, Quality Indicators, Customer Satisfaction, ISO 9004-2, 1992.Abstract
Fierce competition in the international market has heightened the need for qualitative delivery of products and services. The internationally accepted ISO standards and their certification help to guide and audit an organization's quality management practices.This paper is a case study on interpreting ISO 9000-4: 1992 (Quality Management and Quality Systems elements-Guidelines for services) and applying it to library procedures, so as to evolve a process based quality improvement within a library. It gives an analysis of a survey done for some industrial libraries in Mumbai. The data analysis reflects the level of quality in the services of these libraries and benchmarks their low quality indicators. Observations and conclusions are drawn and avenues for further research in this area are identified.
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Published
1999-01-02
How to Cite
Date, D. A., & Gokhale, P. A. (1999). Implementation of ISO 9000 in Industrial Libraries:A Case Study. Journal of Information and Knowledge, 36(2), 65–72. https://doi.org/10.17821/srels/1999/v36i2/94413
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All the articles published in Journal of Information and Knowledge are held by the Publisher. Sarada Ranganathan Endowment for Library Science (SRELS), as a publisher requires its authors to transfer the copyright prior to publication. This will permit SRELS to reproduce, publish, distribute and archive the article in print and electronic form and also to defend against any improper use of the article.
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