TOTAL QUALITY MANAGEMENT REPORT ON

LIBRARY,

IPM, MEERUT

SUBMITTED TO:

MR. SUSHANT MITTAL SIR

FACULTY , IPM

SUBMITTED BY:

DEEPTI GOYAL
RAKHI LAL
SEM IV
ACKNOWLEDGEMENT

Acknowledgement is not only formality but also an expression

of deep sense of gratitude. This project is the product of
inspiration and perspirations, no doubt some transpiration as
well.

We express our deep gratitude and respect to the management

of IPM,Meerut and Respected Mr.Sushant Mittal sir who allowed
us to undergo practical aspects of quality management under
his kind guidance that unfolded our ability to understand the
real life situation and we also extend our heartiest gratitude to
Mrs. Shobha Mathur
(librarian) and all those who directly or indirectly helped us in
this project without whom the project would not have been
possible otherwise.
KNOW IPM

Institute of Productivity & Management, is one of the pioneers

in disseminating management education in India . Today, IPM
has completed 30 years of uninterrupted and dedicated service
to its entire customer base-students, parents, academics,
Government, industry and society.

Established in 1977, Institute of Productivity & Management,

Meerut is one of the pioneers in disseminating management
education in India Today we take pride in our continuous and
dedicated service to the society and the nation.

Fact File

• Established in 1977, it is the pioneer and the most

experienced management institute in North India .
• It is the first Management Institute of Uttar Pradesh to get
recognition from the state Government.
• It has a placement record of more than 90% for the last
ten years.
• It has a track record to conduct the Management
Development Programs in Meerut , New Delhi , Goa ,
Kathmandu & South East Asia.
• The Faculty at the Institute has authored three books and
has contributed seven article and research papers.
• The Faculty has conducted training programs for the
Central Bank, ITPO and CDA
IPM LIBRARY

The IPM Library is one of our most-accessed treasures. We

have great collection of Books, Journals, Magazines, Educational
Software and CDs. We also subscribe to several well-known
Periodicals and Technical magazines for the intellectual
nourishment of our students and faculty. Our Library is an
access to the latest domestic and international information. We
take pride in possessing extremely valuable learning and
revision Kits, which are very useful to the students.

The Networking of the IPM library with other National /

International libraries is in the process. A Book Bank facility
which will allow students to rent books for the entire semester
for a nominal charge is in the anvil. Some of the key aspects of
our Library are:

• The latest books and journals in the fields of management,

science & technology, computers, communications and
business development.
• Complete automation with Software for Institutional
Management (SIM) on Windows software, which facilitates
issue/return of books and other related library functions
through the use of the bar code system.

• The Electronic Media section also provides access to a wide

range of educational software.

• The Library is rich with the quality and the quantity. It has
more than 3,800 Titles and 13,286 Books, 100+ Journals,
Magazines and CD ROM's. Titles and Journals are added on
regular intervals and as per demand. The library has
adopted the fully computerized system of management
and provides access to large number of online Journals
and database
 AN OVERVIEW OF TQM IN LIBRARIES

INTRODUCTION

Today, all kinds of organizations are becoming customer

oriented organizations to survive in this world. So, they need to
provide quality products and services to their customers. Total
Quality Management (TQM), provides the tools and the
direction to improve quality.

Libraries have always been committed to provide a high quality

of services to its users. In the past, consuming more resources,
buying more books, and moving to large premises are
considered as improving quality. But that approach is not valid
today. One of the good solutions to improve quality is to
provide right information to a right user at right time. This
requires a through change in the approach – an approach based
on user requirements and user satisfaction. It is believed that
this can be achieved by implementing TQM. Thus, TQM
approach is slowly getting popular in today’s libraries.

In general, total quality management is defined as follows:

Quality – is to satisfy customer’s requirement continually
Total Quality – is to achieve quality at low cost
Total Quality Management – is to obtain total quality by
involving everyone’s daily commitment.

Four stages can be identified in the evolution of TQM. They are

• Inspection-based System
• System of Quality Control
• Quality Assurance
• Total Quality Management.

Though the main aim/objective of libraries is to satisfy the

users, the library professionals often forget that. But todays
libraries are pushed to a position where they have to provide
quality services to its users, to justify their existence. So, now
libraries are also started adopting TQM practices following other
kinds of service industries.

Let us discuss, how the quality of library operations and

services will be
improved by implementing TQM. For example, let us see how
the quality of acquisition service can be improved by TQM.
Acquisition is one of the basic activities of a library. The process
of ordering and acquiring the selected materials are known as
acquisition. How TQM will help in improving the quality of
acquisition function? A total quality tool ‘Flow chart’ will
considerably improve the quality of acquisition.

QUESTIONNAIRE:

Q.1) What do you do to receive the suggestion for a document?

Q.2) How do you check the bibliographic data?
Q.3) How do you check the availability of books within the
library.?
Q.4) From where they purchase the books:
a) From standard sources.
b) From vendor
c) From publishers.

Q.5) Do you take invoices?

Q.6) What do you do to satisfy your customers/ students and
what do you do to hold them when there is excessive demand?
Q.7) Do you register the books?
Q.8) Check whether the document is overdue.?
Q.9) When the books are overdue on the students...

a) look for charge out card

b) collect fine or send notice?

Q.10) How do you maintain your stock of books?

Q.11) What step do you take when any book gets
damaged/tiered?
INTERPRETATION:

All the answers of the above questionnaire are taken from

PREETI and SHOBHA MA’AM are librarians of IPM, Meerut

Q.1) What do you do to receive the suggestion for a document?

Ans: Ma’am told as that they receive the suggestion on the

documents from faculties, publishers, net etc. As these are the
sources through which the suggestions for a particular book or
magazine can be taken so that they can satisfy the students as
well as the faculty also.

Q.2) How do you check the bibliographic data?

Ans: Here the bibliographic data are the books in IPM college
all the books are arranged according to the subject. Certain
codes are provided to each subject than further subdivisions
are done on the basis of authors of the book. According to
which a number is given to each book of each subject.

In IPM Meerut, all the work is done through computers in which

SIM is used which contains full details of the books and the
students.

Q.3) How do you check the availability of books within the

library?

Ans: Here the availability of books within the library is done

through SIM (it is software)
With the help of this SIM process total search of books and
students can be done.
Q.4) From where they purchase the books:
a) From standard sources.
b) From vendor
c) From publishers.

Ans: As per the librarian of IPM College they mostly purchase

the books i.e 90% from the vendors and rest 10% from
standard sources.

Q.5) Do you take invoices?

Ans: According to the librarians they take all kinds of invoices

as the college provide them fund at the beginning of the year
within which they are bound to perform and are required to
show every invoice regarding every purchase.

Q.6) What do you do to satisfy your customers/ students and

what do you do to hold them when there is excessive demand?

Ans: Basically they purchase books on the basis of their

number of students so they hardly have to ask their students
to wait for books i.e. they hardly have to ask their customers
to hold and by providing those books on time they fulfil the
criteria of JIT which is a TQM practice.

Q.7) Do you register the books?

Ans: Yes they do registers the books as all the dealings are
done through computers in which entire details are feed before
doing any transactions so registration plays an important role .

Q.8) Check whether the document is overdue?

Ans: They purchase only those no of books that are needed or

required in their institute and pay then and therefore, they
don’t have any over dues on the books.
Q.9) When the books are overdue on the students...

a) look for charge out card

b) collect fine or send notice?

Ans: Normally in their institute no fine is charged on overdue

of books but to maintain discipline the students are told in
advance that a fine will be charged on them due to which i.e.
out of fear the students returns the books on time.
Apart from this if there is shortage of any book they put a
notice on the notice board to inform the student to return the
book within the mentioned time period.

Q.10) How do you maintain your stock of books?

Ans: According to Shobha Ma’am of IPM Meerut they manage

stock in the following way:

• Days wise
• Hour wise
• Group wise
• Order wise in some cases
• Staff/management wise

Q.11) What step do you take when any book gets

damaged/tiered?

Ans: According to Preeti Ma’am if they find out the guilty

person they charge some fine on the students or the concerned
person.
CONCLUSION

Lastly we come to the conclusion that in IPM Meerut TQM

practices are undertaken to improve the quality and standard
of the library comparing to other libraries in Meerut as told by
the librarians of the college. They were using many TQM
practices like JIT etc. though being unaware of the actual
words to reduce defects and improve and provide best books to
their students and faculties and apart from the reviews of the
current status of quality improvement activities in libraries.
Many libraries are practising quality in the form of Quality
Assurance, Continuous Quality Improvement, User Satisfaction,
etc., if not in the form of TQM. The success of TQM will vary
from library to library as each library is different from the
others. The reality of the current library situation indicates that
quality improvement is essential not only for survival but for
facing major changes and growth required for the libraries of
today and tomorrow.