The Victoria University of Technology Library has implementedantal
Quality Service (TQS) Program. The initial client market research, strat-
egy, formulation and staff training have been completed, process improve-
ment procedures established and mechanisms for measuring the success of
the program identified.
A methodology based on the work of Karl Albrecht and developed further
by the project consultants, Austin Thompson and Associates, has been
used. The project has been successfil in identifying Library priorities and
involving staff in an ongoing planning and quality improvement process.