Assessment of Total Quality Management on Performance of Academic Library at Chuka University

Abstract

Academic libraries are service oriented institutions whose focus is to fulfill users’ needs and also expect their demands. Library patrons have different information needs that if not effectively attended to, can lead to information obesity especially in the current massive information available on the internet. This therefore calls for total quality service provision in libraries with ongoing improvement. Total quality management (TQM) ensures that all members of the organization work together to continuously improve the processes, products, services and the culture in which they operate. This leads to long-term success through customer satisfaction. The study sought to assess application of total quality management on performance of library operations at Chuka university library as three objectives namely to identify TQM practices employed at Chuka University library, determine the relationship between TQM and performance at Chuka University library and establish TQM strategies that improve performance at the University library. Mixed methods using an online survey questionnaire and interviews were used for data collection from a total sample of 200 respondents comprising library staff and the library users. Quantitative data was statistically analysed while qualitative data was analysed using thematic analysis. Library management at Chuka university employs total quality management that includes provision of quality and timely services, time management and operational information systems ensuring effective operations and service delivery to users. In order to ensure effective total quality practices for improved performance in academic libraries, effective communication, fact based decision making, strategic and systematic employee involvement and good leadership are necessary.