INDIAN STATISTICAL INSTITUTE DOCUMENTATION RESEARCH AND TRAINING CENTRE 8TH Mile Mysore Road, Bangalore – 560059 DRTC Colloquium (2) 2011-2013 *TQM and Marketing in Libraries* * * * * *Abstract* * * Since the 1960's, the most widely taught marketing concept was the marketing mix theory: the 4Ps (product, price, place and promotion)--so clean, so neat, so inappropriate for libraries. Marketing theory cannot always be so succinctly described since relationships are by their nature complex. Marketing and Total Quality Management (TQM) are closely and clearly interlinked. Marketing focuses on capturing and analysing customers' needs; TQM involves the question of whether products and services do correspond to customers' expectations and needs and whether both are congruent with each other. TQM has been defined as "a systematic process which focuses on understanding customer needs and improving customer services". The implementation of TQM in the Library is a useful way to evaluate the quality of library services and provide goals for improvement. One especially beneficial aspect of TQM is its emphasis on continuous improvement. The most important condition of effective library services is to support continuous enriching dialog between the library and society by agreeing upon quality targets, which relate to the maintenance or improvement of quality standards. The library staffs carry the responsibility for the results of their work and for reaching the agreed targets. This colloquia highlights the recent trends and future of the TQM in libraries. FACETS SPEAKERS Introduction Mayukh Biswas Marketing Library Services Amit Kumar Shaw TQM Subhashis Das Service Sector Applications in Libraries Anurodh Kumar Sinha Conclusion Sonali Kishore Kalani Venue : DRTC Classroom, Date: 16th May, 2012 Time : 02:00 P.M. All are cordially invited. Dr. M. Krishnamurthy Colloquium Coordinator -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.