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T.Q.M is based on principles of satisfying user´s needs as well as continuous improvement, teamwork and good leadership. The current rapid technological changes are impacting greatly on modern management approaches. Many library managers are embracing TQM in the hope of improving the quality of the services provided to the users. TQM has proven to be the critical solution to library management since more and more users are becoming conscious of the quality of services that they wish their libraries provide to them. Moreover with newer technological services such as the virtual libraries, the physical libraries ought to improve on service delivery to retain their customers. This publication will be useful to Library and other Information Professionals

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Naomi Mwai holds Master of Library and Information Sciences and a BA Degree in Sociology. She is Currently Lecturing at the Kenya Polytechnic University College,and also the Dean of the School of Social and Technology Studies.

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