Total Quality Management in the State Library of New South Wales

It was in 1996 that management of the library decided to implement total quality management in all its operations. Following the appointment of a total quality manager, a guided self-assessment of the organisation was conducted in seven areas of the management system. The analysis of gathered databases has been at the root of the establishment of a quality improvement action plan in areas of low efficiency. Participatory training sessions and an internal information bulletin have been put in place as a way to initiate the whole staff. In the near future, performance indicators will serve to measure the impact of improvements that are made, and more widely, the success of the library's actions. A second guided self-assessment is planned for 1998 : it is intended to pursue this process in a cyclical fashion.
Read