Total Quality Management (TQM) in Engineering and Technology University Libraries of Bangladesh

Abstract

Total Quality Management (TQM) is the integration of all functions and processes within an organization in order to achieve improvement of the quality of goods and services. The goal is to achieve user satisfaction based on a number of ideas. It means thinking about quality in terms of all functions of the enterprise and is a start-to-finish process that integrates interrelated functions at all levels. So, they need to provide quality product and services to their customer. The study aimed to determine the existing management techniques used in Engineering and Technology (E&T) University Libraries of Bangladesh, to find out the acquisition procedure, use of TQM techniques and tools in collection development process as a whole, to enquire about the use of management techniques in HRM in libraries and to use TQM techniques and tools in planning and evaluation of library services in E&T university libraries of Bangladesh. The university libraries globally tended to move towards the adoption of TQM including Bangladesh. Some (60%) E&T uuniversity libraries are now developing TQM and a few numbers (40%) of university libraries are in process to develop TQM. TQM has created opportunities for the E&T universities of Bangladesh whose library budget is comparatively less and cannot afford to purchase, maintain and upgrade proprietary management systems. vii The different methods have been used for collecting data as per the nature of the problems from the literature on the subject. It is quite evident that most of the general methods of techniques of social research, for example, interview, questionnaire, dairy, observation, etc. extensively used for collection of data from Engineering and Technology University libraries of Bangladesh, two types (librarian and the user) of questionnaires has been applied in this research. Five engineering and technology university libraries of Bangladesh were selected as a research site. The population of the study was comprised of the library professionals and users in five E&T university libraries of Bangladesh. All library professionals of five E&T university libraries is included in the sample. However, 100 users from each E&T university library are taken for user sample. The collected data has been analyzed by frequency count and percentage methods. Different types of charts, tables, graphs, and figures have been used to represent the findings from the Study. The study observed that the Engineering and Technology University libraries of Bangladesh (60%) were found automated and (40%) were semi automated. It is found KOHA Library Automation software (40%) was found to be most used software in the libraries under study. Most of the (80%) Engineering and Technology University libraries of Bangladesh prioritize automation of circulation activities through computer viii applications. Besides, barcode techniques are also used for both circulation activities and for stock verification purposes. RFID technology, a tool for checking the security of books, is not much popular among engineering and technology university libraries under study, since it is too costly. Only BUET library was found to be satisfied with the performance of RFID technology. INASP-PERI consortium was found to be the most popular library network and the libraries under study were found to be actively participating in library networks in order to share their resources. User's Suggestions, Publisher's Catalogue and Internet were found to be most preferred methods of book selection in the libraries under study. "User Education Programmes relating to the use of OPAC and Use of Internet resources is the most (80%) preferred user education program conducted by libraries under study. The study demonstrated facts about the satisfactory level from library users on various aspects of library. They have got opportunities for enhancement over mankind's advancement inside the span of their employment timing. In terms of users response on library services the study found that more than a large portion of the user respondents (65%) are satisfied with the physical facilities from both the librarians and also from the libraries, including reading rooms, internet labs, study environments, equipment, library timings, seating arrangements and so on. The users (40.8%) found the attitude of the staff good and most (64.6%) users also agree that the staff have a friendly and ix helpful attitude. The respondents (44%) are satisfied with library services. Users (34.8%) are also satisfied with the collection and (60.8%) are satisfied with the circulation of library services. Regarding TQM implementation, the BUET is the only library which has partially implemented TQM; all other libraries (80%) are lagging in this regard. However, that does not affect the library services in practice because they try to constantly manage and update the library services to meet the quality aspects and try to improve it continuously which is the whole idea behind Total Quality Management in Libraries. Based on the findings the study suggested the following steps need to be taken for implementation: All (100%) the libraries are government funded library, so it should be more quality conscious in all spheres of library activities similar to their counterparts. Since, few libraries (40%) are allocating budget based on information use pattern, so it should be strictly followed by all the other libraries. Budget allocation in the libraries for procuring different types of reading materials should be made in proportion to the extent of document use ascertained based on user study. In order to develop an appropriate library collection, CUET library should also formulate a written acquisition policy like its counterparts. DUET and KUET libraries have no library manual, so it needs to be established. BUET library should also select the books and x other library materials after physical evaluation of the same. Libraries are using users' suggestion, publisher's catalogue and through internet for book selection. They should also resort to other methods of book selection such as, book reviews, and reviewing periodicals for ensuring qualitative collection development. Literature obsolescence rate, determined based on information and literature use studies carried out by the libraries, should be taken into consideration while purchasing back volumes of journals at the time of establishing a library. In principle, majority (80%) of the libraries were found to be agreeing that revenue should be generated by the libraries, through marketing of LIS but no library was found to be generating revenue through the same. It is therefore suggested that the libraries should generate the funds by charging membership fees from outside members, by giving institutional membership to other institutions, by charging fees for compilation of bibliographies or references. Libraries should use the bar coding facility for circulation and for stock verification as it should not involve any extra payments. Number of computers should be increased according to the demand of the users so that the satisfaction level is higher by serving most number of students at once. Students are required to browse through internet for various academic purposes. So, the internet bandwidth must be improved for better quality services that support the smooth flow during the peak and the off-peak hours. All libraries except RUET used xi KOHA Library Automation Software. So, it must be implemented KOHA Library Automation Software in RUET library. OPAC system should be improved, so that users may be able to use online public access catalogue of the library by themselves. RFID technology is the one of the latest technology system, which is the most important TQM tool in the library for checking the security of books, is not much popular among Engineering and Technology University libraries under study. Only BUET library was found to be satisfied with the performance of RFID technology. It should be implemented by other libraries too. Libraries are found to be weeding out, obsolete and damaged books randomly. It is therefore suggested that libraries should resort to weeding process on regular basis so as to overcome the space constraints. BUET, CUET and DUET never follow any weeding policy, so it is very urgent to be developed. Statistical record is available in three libraries (except CUET and DUET). It must be strictly followed. Each library should have well trained LIS Professionals so that they can implement TQM techniques and tools more efficiently. Proficient and well-trained management system is needed. It is therefore recommended that at least on job-training for librarians and other staff may be made compulsory to keep them updated. Staff performance appraisal has prepared only BUET, CUET and KUET for assessing of their performance. It must be followed another two libraries. Users’ need survey has to be developed especially CUET and KUET for xii continuous development of library services. As, TQM describes a management approach to long-term success through user satisfaction, so it will be of interest to link the measurement of performance based on user needs, user expectations and user satisfaction in any future studies.