Putting the customer first: Total quality and customer service at the British Library Document Supply Centre

Interlending and Document Supply

Volumn 24, Issue 2, 1996, Pages 11-16

  Pilling, Stella ^a  

^a BRITISH LIBRARY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0030533072     PISSN: 02641615     EISSN: None     Source Type: Journal    
DOI: 10.1108/02641619610155157     Document Type: Article

References (7)

1. Boje, D.M. and Winsor, R.D., "The resurrection of Taylorism: total quality management's hidden agenda", Journal of Organizational Change, Vol. 6 No. 4, 1993, pp. 57-70.
2. Harari, O., "Ten reasons why TQM doesn't work", Management Review, January 1993, pp. 33-8.
3. Williamson, A., Redman, T. and Snape, E., Quality and the Manager, Institute of Management Research Report, IM Books, London, 1993.
4. Porter, L.J. and Parker, A.J., "Total quality management - the critical success factors", Total Quality Management, Vol. 4 No. 3, 1993, pp. 13-22.
5. Mackey, T. and Mackey, K., "Think quality! The Deming approach does work in libraries", Library Journal, Vol. 117 No. 9, 1992, pp. 57-61.
6. Fitch, D.K., Thomason, J. and Wells, E.C., "Turning the library upside down: reorganization using total quality management principles", Journal of Academic Librarianship, Vol. 19 No. 5, 1993, pp. 294-9.
7. The British Library, Code of Service 1995-96, The British Library, London, 1995.