Title: Implementing TQM initiatives in public service organisations: case of academic libraries

Authors: Ville Tuomi; Mian M. Ajmal; Petri T. Helo

Addresses: Levón Institute, University of Vaasa, P.O. Box 700, FI-65101, Vaasa, Finland ' College of Business Administration (CoBA), Abu Dhabi University, P.O. Box 59911, Abu Dhabi, UAE ' Department of Industrial Management, University of Vaasa, P.O. Box 700, FI-65101, Vaasa, Finland

Abstract: The paper seeks to discuss the development, main beliefs, and stages of total quality management (TQM) in a case of academic libraries by explaining their present strengths, weaknesses, possibilities and threats while implementing TQM initiatives. It also makes a comparison on how case organisations think about the definition of quality and TQM philosophy along with its applicability within the public sector. The study is qualitative. According to the results the most vital issues in TQM initiatives are its comprehensiveness, and its application in such a way which is appropriate for the organisation, with a logical way of operation and the participation of management and personnel. TQM is seen as quite applicable to the service sector however, it requires being reconciled with strategic management initiatives. The study could be quite valuable from a strategic perspective in providing guidelines to build up a proper plan for TQM initiatives more promptly.

Keywords: total quality management; TQM implementation; quality management systems; public sector; public service organisations; academic libraries; strategic management; university libraries.

DOI: 10.1504/IJPQM.2013.054268

International Journal of Productivity and Quality Management, 2013 Vol.11 No.4, pp.393 - 411

Available online: 29 Mar 2013 *

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