基于TQM理论的高校图书馆服务质量的内涵探析

Analysis of the Connotation of Quality Service in College Library Based on TQM Theory

高校图书馆是为教学和科学研究服务的学术性机构.将应质量管理理论引入高校图书馆.从观念更新、服务质量、制度完善、全员参与、信息反馈、个性化服务、全程监控等方面阐述了高校图书馆服务质量的内涵.

A college library is the academic institution for teaching and research services. This article will introduce the total quality management（TQM） theory into college library. In terms of concept updating, service quality, improvement of the system, full participation, feedback of information, personalized service, the control of the whole process of service and so on, the connotations of service quality of the college library are elaborated. They may play a guiding role in helping a college library to formulate quality principles in practice, strengthen its management and improve its service quality.