Toward Improving Library and Information Services Delivery in Nigeria through Total Quality Management

By Opara, Umunna N. | African Journal of Library, Archives and Information Science, April 2010 | Go to article overview

Toward Improving Library and Information Services Delivery in Nigeria through Total Quality Management


Opara, Umunna N., African Journal of Library, Archives and Information Science


Introduction

Libraries are essentially non-profit social service institutions. However, among the different social service institutions in Nigeria, libraries appear to be the least understood by the people for whom they are established and, perhaps, the least provided for in terms of resources. Although governments and the parent or funding bodies of libraries usually acknowledge the importance of libraries in educational, cultural and social development of the country, this is often not backed up with commensurate investment in libraries. Moreover, during tough economic conditions like what Nigeria is experiencing under the current global economic difficulties, library and information services often are the first to experience cutback in allocated resources. Accordingly, each library must be able to continually justify its annual demand for resources in the context of other competing community or organisational demand for the same resources.

Libraries in Nigeria need to provide and sustain high quality services to maintain and improve their relevance to their publics, including communities, supervisory and funding institutions, and other stakeholders. A library needs to satisfy its users in order to engender increased patronage, promote improved public perceptions of its community value, and convert its clientele from episodic to habitual library users. The larger the number of patrons using the library, the higher is its prestige or ranking (Opara, 2006). High quality services are also needed to prove to the funding bodies that the library is worth the investment of scarce public fund. Derfert-Wolf, Gorski and Marcinek (2005) have argued that high quality library performance is crucial for the survival of research libraries. They contended that it is the quality of library services that determines the perception of the library within its parent institution and the society. Ward et al. (1995) opine that libraries are being asked to demonstrate their worth through quality services, to justify their expenditure, and to adopt new practices that involve substantially improved and extended services to users. Quality library facilities and systems are also essential in Nigerian academic libraries because the National Universities Commission (NUC), the National Board for Technical Education (NBTE) and the National Commission for Colleges of Education (NCCE) assess the quality of such facilities and library services as part of the requirements for accreditation of academic programmes in universities, polytechnics and colleges of education in Nigeria.

Furthermore, libraries no longer enjoy monopoly of information provision in today's digital environment. The choices available to today's information seeker are so many and varied that no library can afford to be ineffective. The librarian, therefore, must think on his feet, always looking for better ways of providing services so that the library can be reckoned with. This service orientation will help sustain the confidence of the library's clientele. As Kurtus (2004) has noted, a company that seeks to satisfy the customer by providing him value for what he buys and the quality he expects will get more repeat business, referral business, and reduced complaints and service expenses. Therefore, libraries are expected to develop systems, philosophies, and strategies for managing and providing quality services. This implies a management approach that focuses on service quality.

It is against this background that this paper discusses how the principles and methods of total quality management (TQM) could be used to deliver and sustain quality services in Nigerian libraries.

Total Quality Management

Total Quality Management (TQM) is a management philosophy which focuses on human and work processes with the primary goals of ensuring customer satisfaction and continuously improving organisational performance (Obanya, 2003). It is customer-centric, and as Brokman (1993) has noted, it focuses relentlessly on the needs of the customer, both internal and external. …

The rest of this article is only available to active members of Questia

Sign up now for a free, 1-day trial and receive full access to:

  • Questia's entire collection
  • Automatic bibliography creation
  • More helpful research tools like notes, citations, and highlights
  • Ad-free environment

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items

Items saved from this article

This article has been saved
Highlights (0)
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

Citations (0)
Some of your citations are legacy items.

Any citation created before July 30, 2012 will labeled as a “Cited page.” New citations will be saved as cited passages, pages or articles.

We also added the ability to view new citations from your projects or the book or article where you created them.

Notes (0)
Bookmarks (0)

You have no saved items from this article

Project items include:
  • Saved book/article
  • Highlights
  • Quotes/citations
  • Notes
  • Bookmarks
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited article

Toward Improving Library and Information Services Delivery in Nigeria through Total Quality Management
Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Full screen

matching results for page

Cited passage

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited passage

Welcome to the new Questia Reader

The Questia Reader has been updated to provide you with an even better online reading experience.  It is now 100% Responsive, which means you can read our books and articles on any sized device you wish.  All of your favorite tools like notes, highlights, and citations are still here, but the way you select text has been updated to be easier to use, especially on touchscreen devices.  Here's how:

1. Click or tap the first word you want to select.
2. Click or tap the last word you want to select.

OK, got it!

Thanks for trying Questia!

Please continue trying out our research tools, but please note, full functionality is available only to our active members.

Your work will be lost once you leave this Web page.

For full access in an ad-free environment, sign up now for a FREE, 1-day trial.

Already a member? Log in now.