1. Armstrong, B. (1991), “Libraries around Australia: introducing total quality management in Telecom’s National Resource Centre”, Australian Library Journal, Vol. 40 No. 4, November, pp. 71‐7.
2. Implementing Total Quality Management:
3. Focusing on quality reference service
4. Cundari, L. and Stutz, K. (1995), “Enhancing library services: an exploration in meeting customer needs through total quality management”, Special Libraries, Vol. 86, Summer, pp. 188‐91.
5. Franklin, H.R. (1994), “Customer service: the heart of a library”, College and Research Libraries News, Vol. 55 No. 2, February, p. 63.