TOWARDS KAIZEN: THE QUEST FOR QUALITY IMPROVEMENT

Explores the TQM concept of continuous improvement (Kaizen) using the Juran model of quality improvement as the creation of beneficial change. Describes a process for the identification of priorities for improvement (critical success factors) in academic libraries with an analysis of the contributing factors and its application at the University of Hertfordshire. Outlines a model showing the practical steps to achieving and maintaining quality improvement with three examples covering cash handling, delivery of the lecture room AV service and user education at the University of Hertfordshire. Concludes that TQM can be approached incrementally if this is done within a coherent framework and that there is existing good management practice on which to build its implementation.