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Author(s): Manjusha Dolly Asher, Mohammed Imtiaz Ahmed

Email(s): manjushaasher@ymail.com , imtiazexplores@gmail.com

Address: Pt. Ravishankar Shukla University, Raipur (C.G.) - 492010
Pt. Ravishankar Shukla University, Raipur (C.G.) - 492010

Published In:   Volume - 23,      Issue - 1,     Year - 2017


Cite this article:
Manjusha Dolly Asher; Mohammed Imtiaz Ahmed, "Application of Total Quality Management in Central Library of NIT, Raipur Chhattisgarh", Journal of Ravishankar University (Part-A: SOCIAL-SCIENCE), 23(1), pp. 15-21.



Application of Total Quality Management in Central Library of NIT, Raipur Chhattisgarh

Mrs. Manjusha Dolly Asher

Research Scholar & Lib. Asstt.

Pt. Ravishankar Shukla University, Raipur (C.G.) – 492010

E-mail – manjushaasher@ymail.com

 

Dr. Mohammed  Imtiaz Ahmed

Deputy Librarian

Pt. Ravishankar Shukla University, Raipur (C.G.) – 492010

E- mail – imtiazexplores@gmail.com


ABSTRACTS:-This study examines the TQM in services provided by Central Library, NIT, Raipur. A well structured 200 questionnaires were collected from users of Central Library, NIT, Raipur. The present study demonstrates and elaborates the various aspects of TQM being observed, use of information resources and services provided by Central Library, NIT, Raipur. Identifies the levels of use of various services provided. Highlights problems faced by the users and shows satisfaction level of users with central library collection. Suggestions have been given to make the TQM in service more beneficial for the academic community of NIT.

KEY WORDS:- Total Quality Management, Services, Central Library, NIT Raipur.

INTRODUCTION:- In the recent times the users have been given utmost preference in all spheres and this is possible only when the institutions will provide quality in goods and services.

            The idea of TQM was developed in the 1980’s. TQM is a method through which the users are provided services in a library and are above the products and services are provided effectively and with competency, flexibility and in a competitive work environment is being applied. Under which the whole library is organized in a fixed environment and it is ensured that each departmental activity at all levels are carried out by the particular individual must be of highest quality.

TQM – TQM is such a device of management through which a long term success can be gained. For this, feedback is also received by the employee and also they are made partners in the different activities and schemes of the library. Through this the needs and desires of the users must be fulfilled in accordance with the social assumptions and belief. In addition to this rules and regulations of the Government must be considered to achieve quality.TQM stands on 5 major pillars -product, procedures, tool, individual and morality. Through TQM any library can work on the principle of continuous improvement. Under TQM any individual must act in a centralized, properly coordinated and in continuous way. Its main aim is to  satisfy both the internal and external users under its services. TQM is a compulsory necessity. It is like a continuous journey which never ends. Through TQM success can be achieved by maintaining our existence. It’s a centralized and complete effort through which every activity of the library can be improved in accordance with competitive profit.

TQM is an effective tool through which the quality of the libraries can be improved and maintained and the users can be completely satisfied at the cost of minimum expenses.

Meaning of TQM – The success and effectiveness of TQM is different for each library because every library is different in its own way. TQM is a process under which the needs and demands of the users are understood and satisfactory services are improved. To achieve these libraries must ensure some goals which can be achieved through dedicated work structure and devotion. The current condition of the library must be taken into consideration for the future improvement and developments. The errors in the services of the libraries should be rectified to provide maximum profit to the users. The main aim of TQM is to provide satisfaction in the products and the services. Its aim is also to help in the field of education, teaching and research. The libraries provide the readers individual services as well. To obtain the desired goal TQM is an important step. The origin of TQM is due to quality. According to Feigenbaum (1990) the quality is slowly going down in this competitive society therefore it is necessary for the existence of libraries that quality in products and services must be maintained. In 1989 Gervin emphasized on the point of observation, supervision and quality control. Zaive (1991) said the quality control most be added to rituals and management is more effective in comparison to control. According to Dr. Ranganathan’s fourth Law time management for users is important in TQM.

Definition of TQM Capezio and Morehouse defined TQM as a process of Management and quality control through which the needs of users in a library are properly taken care of. Through TQM all the various departments of any library can maintain their quality at every level. Through Top Management all strategic decisions and works are centralized according to the needs of the users and under which the entire employee work with quality.       Under TQM all the data of process and management are collected in an order and effort is made for correction so that the unnecessary activities may be avoided.

Quality of TQM – In each library the quality depends upon every individual. There is a need for continuous improvement in life. It is very important to have a good relationship between the users and service providers for the fulfillment of the expectation of the users. Co-operation of each and every individual is very important and necessary. To solve the problem in establishing quality maintenance efforts should be made in group and not individually. Internal differences should be kept aside and through cooperation and coordination desired goals can be achieved.

 

IMPORTANCE OF TQM FOR LIBRARIES:

            Libraries and information services are intrinsically complex to manage because of the wide range of user expectations and demands placed upon them. Demands are increasing and resources, in all respects, are limited. As service-oriented organizations, libraries are striving to give the best to their users; quality service must be the departure point. If this is true, then libraries are a natural entity for the application of TQM. Most libraries are pursuing excellence in their services as well as products and, if the objective is to maintain this, TQM could assist in the pursuit of never ending improvement. TQM could be the catalyst that causes librarians to examine issues such as leadership, staff empowerment, incentive programs, work simplification, innovation, and performance evaluation (Dougherty, 1992:3).

            The importance of TQM for libraries is not only centered around the user's needs but also in anticipating and above the demands of the fast changing environment of service delivery in libraries. Most libraries today operate according to a strategic plan containing vision and mission statements, goals and objectives and short-, medium and long-term plans. To make this all effective, TQM requires that the management of the library commit itself to the process and really set the example in displaying a commitment to continuous quality improvement. The quest for quality must be given meaning through actions. Implementing TQM as part of the future plans of a library consists in not only changing certain procedures, but a total rethink of all its operations, where the culture is quality driven, customer oriented and marked by teamwork and quality service to the users.

Profile of the NIT, Raipur

               NIT, Raipur is one of the nationally important institute of India, situated at Raipur, Chhattisgarh, funded by the Govt. of India. Founded in 1956,  first President of India, Dr. Rajendra Prasad laid the foundation stone of college building on 14 September 1956, its construction was completed in 1962 and the college was inaugurated on 14 March 1963 by the first prime minister of India, Pt. Jawaharlal Nehru. Until 1956 there were only three technical institutes in the country devoted to the Mining & Metallurgical Engineering. From 1st Dec. 2005, the institute (Govt. Engineering College Raipur, C.G.) has become the National Institute of Technology. At present the institute offers graduate level courses in twelve discipline, and six postgraduate courses and also offer the facilities for Ph.D with R&D activities.  

About Central Library

The Central library of NIT, Raipur is situated at 2nd floor of NIT building, have two separate halls. One hall represents circulation section and second one is reading room/reference section. A good collection of reading documents consisting of textbook, reference books and back volume journals, more than one lakh reading documents, about 106 print journals and magazines are available in this library, it has nearly 5000 users consisting of faculty members, staff, B.Tech/M.tech./MCA students and research scholars. Air-conditioned reading hall includes digital library section, news paper section and reprographic section, online resources eg. 15 databases for e-journals, 12 databases for e-books, and web OPAC facility are available for library users. The library automation program through LibSys-7 Library Management software is in progress.

 1. OBJECTIVES:- Objectives of the study –

  1. To review the TQM in central library of NIT Raipur, C.G.
  2.  Examine quality information services in central library of NIT Raipur, C.G.
  3.   To know the services provided by the central library to their users of NIT,    Raipur, C.G.

2. METHODOLOGY:-

4.      The present study is based on survey method. A well-structured questionnaire was constructed to collect the data from the library under the study. The 239 questionnaire were distributed to the users of the central library of NIT, Raipur, C.G. 200 filled in questionnaires were collected from users. The collected primary data were then analyzed and presented in tabular form

3. DATA ANALYSIS:-    

FREQUENCY OF VISIT PF LIBRARY

No of Respondents

Percentage

DAILY

24

12%

ONCE IN A WEEK

40

20%

TWICE IN A WEEK

56

28%

THREE  TIMES IN A WEEK

24

12%

FIVE TIMES A WEEK

16

8%

OCCASIONALLY

40

20%

Table 1: Frequency to visit the Library

Table 1: The table shows percent frequency of users as function of visit to library. The study revealed that the maximum 28% users visit the library of twice in a week: 20% of users visit the library once in a week; 12% of users come to library daily and three times in a week, while 8% of the respondents visited the library occasionally. The study found that maximum respondents visit library twice in a week.         

Purpose of Library Visit

Purpose

No of Respondents

Percentage

TO BORROW OR RETURN BOOKS & OTHER PUBLICATIONS

96

48.0%

TO READ  NEWSPAPERS OR MAGAZINES

40

20.0%

TO USE OFF LINE/ONLINE DATABASES

40

20.0%

TO SEEK INFORMATION

96

48.0%

TO USE THE INTERNAT

56

28.0%

STUDY FOR COMPETITIVE EXAM

80

40.0%

FOR RESESARCH WROK

24

12.0%

Multiple options



Table 2 Purpose of visit to library                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    

Table 2:  The table shows percent frequency of users as function of purpose of visiting library. The study revealed that maximum 48% respondents visited the library to borrow or return books & other publication and to seek information, 40% of users visited the library to study for competitive exam, 28.0% of users visited the library for internet use only, 20% users visited library to read newspapers and magazines and also for off line and online databases, while only 12% users visited library for research work.

Service Provided by the Central Library

Service Provided by the Library

No of Respondents

Percentage

E-Mail services

56

28%

Subject Bibliography

24

12%

Inter Library loan service

8

4%

Photocopying service

32

16%

Translation Services

16

8%

Services using online journal

16

8%

Display of new arrivals

24

12%

OPAC

24

12%

Indexing and Abstracting Services

8

4%

Internet Services

120

60%

Book Bank

128

64%

Multiple options






Table 3 Service Provided by the Central Library

Table 3: Represents the percentage of users regarding service being provided by the library. It was found that 64.0% of users were aware of Book Bank service, followed by 60.0% of users for the Internet service and 28.0% of users were aware of the E-Mail facility and 16.0% of users were aware of the services using online journal facility. Only 12% of users knew the subject bibliography, display of new arrivals and OPAC services respectively.

 

Use of Internet in the Central Library

Use of Internet

No of Respondents

Percentage

YES

168

84%

NO

32

16%

Table 4 Use of Internet

Table 4: Represent the use of internet in the library NIT, Raipur, 60% respondents use internet in Library and only 16% respondent do not use internet in the Library.   

           Furniture Convenient  in the Central Library

Furniture Convenience

No of Respondents

Percentage

YES

176

88%

NO

24

12%

Table 5 Furniture Convenience

Table 5:  Represents furniture convenient in the library NIT, 88% respondent answered   yes and only 12% respondent did not find Library Furniture Convenient.  

         Library Staff Available in the Central Library


Library Staff Available

No of Respondents

Percentage

VERY OFTEN

88

44%

OFTEN

96

48%

NOT VERY OFTEN

16

8%

NOT SURE

0

0%

                          Table 6 Library Staff Available

Table 6: The table shows the staff available in which 48% respondents answered availability of Library staff often, 44% respondents answered very often, 8% respondents answered not very often.

          Overdue and Fine Accurate in the Central Library

Overdue and Fine Accurate

No of Respondents

Percentage

STRONGLY AGREE

24

12%

AGREE

128

64%

DISAGREE

40

20%

STRONGLY DISAGREE

8

4%

                      Table 7 Overdue and Fine Accurate

Table 7: The table shows 64% respondents agree on overdue and fine accurate, 20% respondents disagree and 12% respondents strongly agree and 4% strongly disagree.

 Latest and Current Published Books in Subject Area in the Central Library 


Latest and Current Published Book

No of Respondents

Percentage

VERY OFTEN

40

20%

OFTEN

56

28%

NOT VERY OFTEN

80

40%

NOT SURE

24

12%

                 Table 8   Latest and Current Published Book

Table 8: The table shows 40% respondents answered not very often they find latest and current published books related to their subjects, 28% respondent answered often, 20% respondent answered very often and 12% respondents answered not sure.

 

5.      SUMMARY AND FINDINGS –

In the light of the findings of this study, the certain conclusions are drawn:

  1. Maximum respondents visit library twice in a week due to availability of departmental libraries.
  2. The purpose of visit to library is different as per the academic requirement, maximum respondents visit library to borrow books & other publications and to seek information.
  3. Question about the service provided by library like internet services, book bank services, maximum respondents were satisfied.  
  4. Similar question about comfortability of library furniture, maximum users said yes library furniture is comfortable.  
  5. In relation to availability of library staff in reference section, maximum respondents said yes the staff is present often.
  6. The users opinion about accuracy of fine on issued books maximum 64% respondents are agree with them.
  7. Responses against the question availability of latest and current subject books maximum respondents (40%) said not very often. The reason behind this due to lack of awareness among student due to time taking technical work.

6.      RECOMMENDATIONS:-


  1. The governing authority should  provide separate building,  and highly qualified trained library professionals for library;
  2. Librarians should  keep self update through seminar, conference on TQM;
  3. Users should be trained from time to time in seeking required information with new aspects of information technology, so library authority should  offer continuous user training program for their users;
  4. In domain of science and technology library professional should be made familiar with current trends of research and development activities;
  5. The library authority should  arrange library personnel training program in aspects of new technology;
  6. Other physical facilities like separate reading room, discussion room, and conference/seminar room, for research scholars along with canteen facility in library campus should be made available for the scholars;
  7. Increase in the services of central library like inter library loan, abstracting and indexing services, translation services etc; should be provided.
  8.  Library authority should arrange the user survey at regular interval in order to increase the features of the library services and to know the requirements of users.


7.      CONCLUSION:-

            The key principle of any library is to keep focus on user’s services, facilities, and the satisfaction of their need. Due to influence of ICT the environment of libraries are totally changed, similarly the need of users are also changed, and their requirement are elevated. Today many libraries have begun to focus on quality related view on their library called TQM.  TQM is a method of management, which way libraries provide services in good quality to their users, and diagrammatic reflection for the future.

 

Reference:

1.    ADAMSON (I). Knowledge management- The next Generation of TQM?. Total Quality Management.16, 8/9; 2005; 987-994.

2.    BROCKMAN (J R). Just another management fad? Implications of TQM for Library and Information services. Aslib Proceedings. 44, 7-8; 1992; 283.

3.    KUMAR (D) and SINGH (R). Need of quality assurance in University Library: A case study of Sardar Vallabh Bhai Patel University of Agriculture and Technology, Meerut, U.P. Pearl. 3, 2; 2009; 13-18.

4.    ROWLEY (J). Implementing TQM for Library Services. Aslib Proceedings. 48, 1; 1996; 17-2.

5.    SIVAKALAI (S) and THULASI (K Y). Total Quality Management in Academic Libraries: A study. International Journal of Educational Research and Technology.  3, 1; 2012; 66-72.

6.    Jennifer Rowley, Making sense of the quality maze: perspectives for public and academic libraries, Library management Vol.26 NO.8/9, 2005, -518 pp. 508

7.    Pandi, P.A. and Rao, S. (2007). Archiving global quality in technical institutions. Indian Journal of Training and Development,37(3): 41-44.

 

 



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