Introduction to Quality

Introduction to Quality

• Quality, linguistically, is not a new or recent concept. It has existed since the origin of language. In Arabic, we use the word "جودة," and in English, "quality." Quality is the opposite of poor quality.
• Webster's Dictionary defines quality as a high degree of excellence, like "excellence."
• In publishing, we might say "high-quality printing," judging the print based on aesthetics and ease of handling.
• Quality is linked to the monitoring process. Quality control involves taking random samples during printing to assess the print quality. A product can't be good without adhering to specific standards.
• Quality is the benchmark for evaluating a product or service.

Quality Definition (ISO)

• The best definition of quality is from the ISO (International Organization for Standardization). It is "the combination of characteristics of a product or service that enable it to meet customer needs, explicit or implicit."

Benefits of Applying Quality

• Improved performance and reduced costs.
• High-quality service.
• Customer satisfaction.

Meaning of Quality

• Adherence to customer and user requirements.
• Doing the right thing, correctly, from the first attempt and every time.
• Service suitability to the purpose or use.
• No errors in service provision.

Total Quality Management

• Management: A method to maintain organizational operations to consistently improve quality and achieve desired goals.
• Quality: Outstanding excellence resulting from fulfilling user/customer requirements.
• Comprehensive (Holistic): A pursuit of quality that applies quality standards to all services, from identifying customer needs to evaluating customer satisfaction.

Quality Through History

• Some consider quality a branch of modern management science.
• Its development started in the 1950s.
• The concept of quality isn't new; God (Allah) in the Quran described His creation as perfectly crafted ("صنع الله الذي أتقن كل شيء").
• Prophet Muhammad (peace and blessings be upon him) said "Allah loves it when one of you performs a task with excellence ("إن الله يحب إذا عمل أحدكم عملاً أن يتقنه").

Five Historical Stages of Quality

• Ancient Ages: The roots of quality concern date back about 7,000 years. Examples include carvings and engravings on temples, showing the precision required in stonework and the idea of quality control.
• Middle Ages: The Industrial Revolution. Quality was associated with products, not services. Supervisors directly oversaw worker performance, evaluating quality.
• 1920s-1945: American thinkers played a vital role, notably Edward Deming (considered the father of quality) and Joseph Juran. They contributed significantly to statistical and analytical approaches to product and service quality inspections. During World War I, the U.S. military pioneered the use of statistical sampling methods in weapons production.
• 1940s-1950s: The development of statistical process control.
• Late 20th and early 21st centuries: Globalization, and the communication revolution, led to rapid developments in quality as a crucial differentiator in a competitive global marketplace. Quality became an important aspect of any product (especially in the era of globalization).

Unified Standards for Libraries

• A standard is a document outlining technical specifications, standards, or definitions used as a reference or guideline to ensure conformity between products, materials, operations, or services.
• The ISO defines a standard as a document available to the public, created through cooperation and agreement among interested parties based on scientific and technical knowledge, aiming for societal benefit and widely accepted within a standards organization.
• In the context of libraries and information science, standards determine technical, engineering, and practical parameters for materials, processes, design elements, and tools. Standards are the result of extensive research and experimentation.

Unified Library Standards' Goals

• Facilitate international exchange and knowledge transfer amongst libraries, especially Arab nations.
• Streamline procedures and practices.
• Enhance service efficiency.
• Standardize technical operation outputs.

Bodies Responsible for Library Standards

• International Federation of Library Associations (IFLA)
• International Federation for Documentation (FID)
• American Library Association (ALA)
• British Library Association (LA)
• UNESCO
• ALECSO
• ISO

Types of Standards

• Qualitative standards: These standards do not apply to all libraries in a country or region; they are often subjective and researcher-dependent.
• Quantitative standards: Measures of library staff, collections, and service points. These standards are more precise than qualitative ones.

Challenges of Unified Standards

• Ambiguity in terminology.
• Incompatibility of some standards with specific library types (very small or very large).
• Lack of library commitment to implementing and maintaining standards.
• Continuous review and improvement of standards.
• Obsolete standards related to collections, staff, technology, and budgets.

Total Quality Management Concepts in Libraries and Information Centers

• Applying established standards/specifications to meet customer needs now and in the future.
• Ensuring continued improvements.
• Accuracy in information or service provision.

Principles of Total Quality Management

• Administrative commitment to quality standards.
• Employee engagement for improved service and output.
• Continuous improvement and customer satisfaction.
• Efficient initial service delivery to avoid errors.
• Meeting customer needs, anticipating their future requirements.
• Active team participation to improve organizational and library operations.
• Decision-making based on analysis and factual data.
• Evaluation of performance and improvement opportunities in all aspects of activity.

Procedures for Achieving Quality in Library Service to Users

• Librarian's appearance and demeanor.
• Understanding user needs and providing assistance with service operations.
• Training on relevant skills for optimal service delivery.
• Following up with users to ensure continuous feedback and improvement.
• Excellent staff selection for service improvements.
• High quality service to the user as a distinctive feature.
• Shifting attitudes in the library.

Institutional Success Factors for 9000 ISO Certification

• Upper management commitment to the certification process.
• Teamwork and customer-centric organizational culture.
• Individual responsible for quality management and continuous improvements.
• Establishing a formal quality system.

Egyptian General Authority for Standards and Quality

• National authority for establishing and issuing Egyptian standards.
• Aims to elevate Egyptian product quality for international and domestic markets.
• Represents Egypt in international and regional organizations.

Training Activities by the Authority

• Training programs in quality, standards, and measurement.
• Training programs for specific sectors (e.g., chemicals, food, textiles).

Marketing Activities by the Authority

• Publishing activity about the authority.
• Issuing regular publications (e.g., a bi-monthly magazine for standards and quality).
• Community awareness events, conferences, and meetings, promoting services and activities.

Consumer Protection Sector

• Coordination with consumer protection authorities to address complaints.
• Resolving conflicts and problems related to product purchases.

Marketing Sector

• Promoting the authority's services to producers and businesses in various sectors.

Training and Consulting

• Provides specialized training programs.
• Offers on-site and off-site courses).

Study Questions for Total Quality Management

• When was the Egyptian General Authority for Standards and Quality established?
• What is the ISO's role in the context of quality management?
• What are the key elements of a successful quality system within an organization?