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Total quality management(TQM) in Hospital Library: Services and Challanges

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  • 1. Chapter 59 Total Quality Management (TQM) in Hospital Library: Services and Challanges K.Alagumani, Dr.Ally Sornam Abstract: Hospital health sciences libraries represent, for the vast majority of health professionals, the most accessible source for library information and services. Most health professionals do not have available the specialized services of a clinical medical librarian, and rely instead upon general information services for their case-related information needs. The ability of the hospital library to meet these needs and the impact of the information on quality patient care has not been previously examined. Hospitals are turning to total quality management (TQM) to lower costs of providing care. A hospital library in a TQM environment needs to embrace corporate goals while maintaining its accountability as a contributor to quality patient care. Introduction: The increasing expectations of users have challenged libraries to improve their quality of services. Limited by increasingly tighter budgetary restrictions, library managers feel more pressure to fully exploit available resources. Therefore, several libraries and information services have adopted quality management practices in recent years. By adopting quality management, the library’s image and service quality can be improved, and librarians can increase productivity while focusing on the customer’s needs (Johannsen 1992; Taipei Municipal Library 1996).
  • 2. E-Infrastructures in Libraries Libraries have developed numerous programs to fulfill user requirements. In general, libraries concentrate mainly on maintaining administrative activities, building the collection, and serving the users. Therefore, the functions of a library can be broadly categorized as administrative management, technical services and public services. Administrative management defines the Objectives of the library, allocates the resources to achieving such objectives, co- ordinates related activities, and assesses the performance of related services. Technical services largely focus on building the collection and making the collection more accessible for users. The activities of technical services include acquisition, information organization, and preservation. While all library activities strive to, public services serve the customers most directly. Related activities consist of circulation, reference and access service. Evaluation of library services Traditionally, most studies evaluating library services focused on measuring: Effectiveness - in terms of how well a service satisfies the demands placed upon it by its users Cost-effectiveness - how efficiently (in terms of costs) the system is satisfying its objectives, that is, meeting the needs of its users. By assessing the clinical, cognitive and quality value of the information provided by the library as a response to a specific request for information By assessing the importance of changes in the management of clinical cases which were brought about by the information provided by the library
  • 3. Total Quality Management (TQM) in Hospital Library: Services and Challenges By identifying the specific aspects of clinical management of patients that were affected (changed) by the information provided by the medical librarians By identifying clinical situations in which the information provided by the library contributed to the avoidance of specific aspects of patient management By ascertaining the relative value of the information provided by the library in relation to other sources of information used by doctors for clinical decision making, such as laboratory tests, diagnostic imaging, discussions with colleagues, and patients' medical records; and By ascertaining whether clinical decision making is associated with frequency of library use by doctors. Medical Library Services Quality management approaches in libraries Having different characteristics, library services require special approaches of quality management that go beyond the simple adoption of manufacturing techniques for a product. Quality management related to library functions can be viewed in three phases: before service, during service, and after service. Library services ultimately focus on
  • 4. E-Infrastructures in Libraries satisfying the information needs of customers. Before services are provided, the technical service departments should have required books and information resources collected and value-added to enhance their value to the customers. Therefore, the customer-oriented library should regard technical services as resource development system to ensure that every customer has resources properly acquired, organized, displayed or accessed. Having direct contact with customers, the public services should be regarded as information service delivery system and focus on providing information to customers accurately, promptly, and responsively to help customers solve problems, and build up customers’ knowledge and ultimately enhance their productivity. Administrative management should be regarded as the service support system to coordinate and allocate resources as well as provide support for technical services and public services to satisfy customers’ needs, and to evaluate service performance periodically and to continuously improve service quality. Resource development system: Largely concerning itself with backstage activities, a resource development system is the off-line preparation for public services and has no direct contact with customers. For services in which the customer need not be present, the service transaction can be de-coupled and standardized. For example, acquisition is considered to be a customized service. Convenient access to Web-accessible public access catalogue (webpac), however, has weaned customers from present interaction with live librarians to interaction via online purchase request and, consequently, only routine order preparation and communication is required. Most activities related to technical services have
  • 5. Total Quality Management (TQM) in Hospital Library: Services and Challenges technical and procedural standards to follow, accounting for why each function is characterized by a high routine and process-orientation. International or domestic rules govern the cataloguing, classification, and information organization. In addition, standardised practices also exist for acquisition and preservation, e.g. how order requests are to be formulated and transmitted. In fact, many practices in technical services are standardised by actual work routines and formalized based on a detailed and systematic study during library automation. Therefore, the quality management of a resource development system should emphasise the concurrent control of process to ensure that all books and resources have been accurately collected, accessed and value added appropriately. Quality by process control is the best quality management strategy for a resource development system. Information service system: The information service system is a service delivery system that has direct contact with customers. In circulation, access and reference services, the customer often serves as the co-producer and works with the librarians and the library system to produce a final product which enhances knowledge, skills, or promotes the enjoyment of leisure activities. The service encounter is always initiated by the customer. Therefore, the major function of an information service system is dynamic and customer-oriented. Because of direct interaction with public service librarians, customers require the service to be done right the first time and to be consistent every time.
  • 6. E-Infrastructures in Libraries Reference service has direct encounters with customers, and the service quality depends highly on the performance of the reference librarians and their interactions with customers. To identify the customer’s needs and requirements To define the service requirements and design the co-service system so that the right quality is built in from the very beginning of service design. Consists of process planning which is a matter of selecting the co-service process “best” producing what the customer needs. Involves the planning of the quality management activities. The opinions posted on the library web site or BBS (Bulletin Board System), customer complaints, records of reference interviews, previous user studies, and so on, will all contribute to the list of customer needs. In reference services, the primary customer needs might be categorised as “good employees,” “right answers” and “nice environment.” In order to manage the customer needs, the primary needs need to be structured into a hierarchy. After the service requirements have been identified and prioritised, the most important requirements must be linked to reference process to design the co-service system to satisfy the customer needs. Circulation and access service is the major contact between the customer and the library, and is usually the starting point for customers to use all other library services. With information networks, most customers can remotely access the webpac or search networked databases. After identifying the availability of certain books or documents, the
  • 7. Total Quality Management (TQM) in Hospital Library: Services and Challenges customer is physically present in the library to check out those books or photocopy the required documents. If the collection or documents needed by the customers are unavailable, the customers can also apply for an interlibrary loan or document delivery service. Encounters between the customer and library are integral and continuous, with each customer possibly encountering many points of services and interacting with varying service facilities and librarians. Therefore, the circulation and access service should be designed by integrating all of the service points to provide seamless services to customers. Conclusion: Quality management approaches and techniques can help libraries, but do not always guarantee the outcome. Libraries wanting to continuously improve their service quality and completely satisfy customers must create a customer oriented culture in their organisation. References: 1. Armstrong, B. 1994. Customer focus – obtaining customer input. In Total Quality Management in Libraries. Rosanna M. O’Neil, ed. Englewood, Colo.:Libraries Unlimited. 2. Brophy, P and K. Coulling. 1996. Quality Management for Information and Library Managers. London: Aslib Gower
  • 8. E-Infrastructures in Libraries 3. Chang, P.L. and P. N. Hsieh. 1996. Using quality function deployment to improve reference services quality. Journal of Library Science 11: 65–96. 4. J A Rankin `Problem-Based Medical Education: Effect on Library Use' Bulletin of the Medical Library Association vol 80 no 1 1992 36-43 5. Alonso FR. Library-services and clinical decisions. Medicina Clinica. 1994;103:258–259. 6. Gilbert CM, Leroy HL. Challenges in Health-Care Information-Transfer: The Role of Hospital Libraries. Bulletin of the Medical Library Association. 1991;79:405–408.
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