Assessment of Total Quality Management on Performance of Chuka University Library, Tharaka Nithi County, Kenya

Abstract

Academic libraries are service oriented organs whose focus is to fulfill users’ information needs and demands. Library users have different information needs that if not effectively attended to, can lead to information obesity especially with the current massive information available on the internet. There is therefore need for total quality service provision in libraries to support research and curriculum delivery improvement. Total quality management (TQM) is an approach that ensures that all members of an organization work together to continuously improve the processes, products, services and the culture in which they operate. This leads to long-term success through customer satisfaction. The aim of the study was to assess application of total quality management on performance of library operations and services at Chuka university library. The study was guided by three objectives namely; (i)to identify TQM practices employed at Chuka University library, (ii) to determine the relationship between TQM and performance and (ii) to establish TQM strategies that could improve performance at library. Mixed methods using an online survey questionnaire and interviews were employed for data collection from 200 respondents comprising library staff and users. Quantitative data was statistically analysed while qqualitative data was thematically processed.  Results showed that library management at Chuka University employs total quality management that included provision of effective, efficient quality and timely services geared towards improvement of organizational performance and customer service. We recommend that fact based decision making, strategic and systematic approaches be adopted to enhanced continuous service delivery at the University library. However, to ensure effective total quality practices, effective communication, employee involvement and good leadership are necessary.