Cundari L, Stutz K
Interagency Collaboration Research Project, Devereux Institute of Clinical Training and Research, Devon, PA, USA.
Spec Libr. 1995 Summer;86(3):188-94.
Total Quality Management (TQM) is a process which focuses on understanding customer needs and improving customer service and satisfaction. A TQM committee was created at the Devereux Foundation's Professional Library to assess user satisfaction and make recommendations for improving library services to better meet consumer needs. The committee distributed a satisfaction survey to 156 of the most likely library users and 84 (54%) were returned. Overall, survey results indicate that most consumers are satisfied with the materials and services provided by the Professional Library. Recommendations for improving library services and strategies for implementing these recommendations are discussed.
全面质量管理（TQM）是一个专注于理解客户需求、改善客户服务及满意度的过程。德弗勒克斯基金会专业图书馆成立了一个全面质量管理委员会，以评估用户满意度，并就改善图书馆服务以更好地满足消费者需求提出建议。该委员会向156位最有可能使用图书馆的用户发放了满意度调查问卷，共收回84份（54%）。总体而言，调查结果表明，大多数消费者对专业图书馆提供的资料和服务感到满意。文中还讨论了改善图书馆服务的建议以及实施这些建议的策略。
