International Research Journal of Management Sciences. Vol., 2 (11), 318-325, 2014 Available online at http://www.irjmsjournal.com ISSN 2147-964x 2014 Comparative Assess of Tehran University Libraries and Science and Research Branch of the Islamic Azad University Unit of Tehran in Acting Total Quality Management (TQM) Maryam Noori 1*, Mohammad Kazem Hamzehpour 2, Mohsen Hamidi 3 1 MA. Department of Library and Information sciences, college of Library and information sciences, Hamedan sciences and Research Branch, Islamic Azad University, Hamedan, Iran 2 Ph.D in Library and Information Science, Lecturer in Hamadan Azad University, Hamedan, Iran 3 Assistant Professor of Department of Library and Information sciences, college of Library and information sciences, Hamedan sciences and Research Branch, ISLAMIC Azad University, Hamedan, Iran * Corresponding Author: Maryam Noori ABSTRACT: The main aim of this study is analyzing performance of managing Tehran University and Science and Research Branch of the Islamic Azad University in acting total quality management and determining weakness points in this library performance. Study of this kind is describing and surveying. Collecting tool, standard questionnaires of European Foundation of Quality Management (EFQM) is on the base of nine leader ship criterions, strategy and career personals, participations and resources results of users, results of personnel s and key result that was distributed among 210 of managers and personnel s of Tehran University libraries and university of science and Research that were answered by totally 160 persons. Findings of study shows that obtained general privilege for Tehran University on the base of EFQM model was 448.61 and for Science and Research Branch of the Islamic Azad University was 486.13. The most obtained privilege in both of universities have been in users results that Tehran University have acquired (70.77) privileges and university of science and Research have acquired (77.08) privileges. And the lest privileges in both universities are related to criterions of human resource results that this privilege in Tehran University is (38.28) and in Science and Research Branch of the Islamic Azad University is (43.32). T tests results shows that overage views of statistical sample of individuals in the case of Tehran University and science and Research libraries performance in acting total quality management on the base of EFQM model criterion is less of average limits of model criterion and independence T test for examining meaningful difference between management of two universities shows that there is no meaningful difference between libraries management of two universities in regard of total quality management. Keywords: European foundation of quality model, Total Quality Management, University libraries. INTRODUCTION By advanced technology and increasing information to other word exposition of information, fields of education and Research especially libraries of university were fundamentally evolved as one of the most important fields. In this same direction for accompany with fast and increasing evolutions of present world and in respect to outstanding growth of institutes and different organizations and plurality and numerous of duties and responsibilities, it seems that necessity of coordinating financial and human resources for obtaining considered aims to maximum usefulness, increasing attention to science or art of management is necessary (Tari & Vicente, 2006). From early twentieth century history of management science indicate this point that management science has been appeared as a special course with specified defines between other science and have had properly 813
changes and evolutions until today and one of new methods of management that is used by present world countries and by most successful companies and service organizations is total quality management (Najaf beigi, 2003). Total quality management is a slow, continuous and intellectual commitment that has power producing impact in provide for organization and finally leads to customer satisfactory and increasing usefulness and rising competition in the market. Attending to requests, interests and expectations of society are the aim that is expected of organizations and success in these needs to set close and continuous relationship with society for obtaining reacts of its own activities. Setting this relationship needs to existance of assessing syste of performance (Neely, Gregory & Platts, 2010). So in attend to settlement of total quality management privilleges, neccessity of doing Research had been felt for more indicating the role of quality manageent in libraries and their possible assessing.universities are one of the most important educational organizations and society founding s in producing science. In this way university libraries are as a heart of universities and are accounted as linked rings of investigator finding by former findings. Their organization and management should be in a way that provides most and best possibilities of using resources and services for obtaining educational and investigating aims of universities. Total quality management in one of newest theories that has been posed by management scientist in decades 80 and 90. The most successful companies and service organizations had been profited of that. The main emphasis this method is that whole of personnel s and managers try continuous to quality of services and goods according to customer improve or referrer's requests (Tari & Vicente, 2006). Total so in attend to importance of performing role of total quality management in organizations specially educational investigating organizations because of sort and nature of their job they should be first of all organization volunteer to perform principles of total quality management. Because this sort of organizations have main role in developing scientific, explore and cultural of a country. So regard to total quality management subject was a vital matter and causes to recognize present conditions and realize powerful and weak points, to increase personnel s participations to improve service quality and in consequence causes students and science explorers be satisfied. There are different models to assess levels of total quality management in an organization. But whatever is considered by investigators is European foundation of quality management (EFQM). In regard to privileges of this model and that this model is applied by many of European and Iranian organizations for assessing measures of organizations superiority and had considerable results. So management of Tehran University libraries which have first class among government universities and Islamic independent university Tehran scientific and investigating unit that have first class among independent universities were assessed in acting total quality management by using last version of this model (version 2010). Findings of this present study are indicator of these libraries conditions in accordance with total quality management. Borbely (2009) described results of two self-assessing frequently base on EFQM model library of milieus state of Debrecen in hunger in 2007 and 2008. Findings showed that notwithstanding in self-assessing these libraries were in bad conditions and owned separately buildings and in second self-assessing library had transferred to a modern and new building but in the view of personnel s enabling criteria in 2007 than in 2008 was more positive. So in this study, human factors were recognized more impressive than environmental factors. The study was done with purpose to investigate effects of teaching quality management with emphasize to successful tools and criticize criteria by Clegg, Rees and Titchen (2010). Results showed that many of these criteria were accepted by Research society. Although many of them were not operated they purposed teaching quality management in order to increase knowledge and consequently correct performance (Clegg et al., 2010). General findings of such studies indicates that administrative variations to improve any kind of services including libraries could be attained by managers responsibility and attention and any attempt to cause variation without changing attitudes and belief and responsibility of managers will be unsuccessful. More emphasize of these studies is the case of innovation relationship and continuous improve quality operating principles of total quality management in libraries. Meanwhile, it is emphasized to this problem that by creating a system for personnel s participation in making decisions, participation should be as an organizational culture. Asking ideas of referrers and effective relation with managers either is of importance in permanently reform of methods and in managing affairs. Enabling personnel s also is acquirable through education and improving organizational manners and causes personnel s being talent and raises their usefulness. Management should provide permanently improve through efficient system. Informing has been one of most important dominations of quality that receivers of services should have sufficient information about their reference and following their works. Speed of representing services without defects, needs of referrers ways of giving services, proper behavior of personnel s with referrers, being affairs lawful, simplicity in performing works and flexibility are primary principles of TQM. Business security of personnel in work environment and human relations of managers and personnel s, encourage and appreciation morally or materially will create necessary motives in personnel s to perform principles of total quality management. 813
The main aims of this Research is analyzing performance of libraries management in Tehran University and in Islamic independence university science and Research unit of Tehran in acting total quality management and producing ways to improve performance of these libraries based on EFQ model. METHODOLGY Present study from method point of view is surveyed and from sort point of view is descriptive and as for objective is application. statistic society in this study were whole of managers and personnel s of Tehran Universities libraries (170 people) and Islamic independence university unit of science and Research in Tehran (40 people ) that are busy to act in various parts of library. Because of statistic society being limited and to obtain in accurate and correct results sampling was not done and all of study society were considered and totally 160 questionnaires were collected. The tool of gathering date in this study is the last version (2010) of questionnaires' that had been designed by EFQM for assessing performance of organizations. This model is formed of five enabling criteria and four results criteria. This questionnaire include 72 questions and some questions had been allocated to radar logics and this is maim difference that 2010 version have with 2003 version. Although in regard to questionnaires begin standard in this study, its efficiency was conferred implicitly. For more confidence and improve aspects some of professors were used and for considering validity of test that indicated precision and being permanent of gathering data tools Alpha coefficient was used.total permanent coefficient of model criteria EFQM were obtained 97% that indicate questionnaires to be in high rate permanent. In order to analyzing findings of study Spss19 software was used for analyzing data of statistic in two level, descriptive (frequency distribution, average and standard invert) and inferring (for 1 a theory of test and 2 of 3 one sample T-test and for third theory of test had been used of independent T- test) level tests of virtual is 0.05. The logic in the center of Organizational Excellence to privilege of criteria is Radarlogic. Structure of radar logic has formed of fur parts that one of them is related to results assessing and three other parts conclude approach, development, assessment and refinement that are used for assessing 24 sub criteria of enablers (Wang, 2006). The way of privileging to questionnaire version 2010 to account privileges, special method of privileging of European quality has been used. Total privileges of Organizational Excellence model is 1000 that 500 privileges belong to enablers and 500 other privileges to results criteria To determine a main criteria frequency of each privilege should be multiplied in any frequency coefficients that these coefficient are so : column "0" privilege %0 column "1" privilege %20 column "2" privilege %50 column "3", %75 and column "4" have %100 privileges. After multiplying colon frequency in mentioned coefficient acquired adding up of five mentioned column will be devised to the number of that field's questions, and obtained privilege will be multiplied in criteria coefficient that final number for criteria will be obtained. This method is accounted for every separate criterion and finally total privilege of organization is accounted by adding up amounts obtained from any criteria. RESULTS Table 1. Frequency distribution of people according to sex Sex Tehran University Science And Investigation Total Man 34 27.4 12 40.6 45 28.1 Woman 90 72.6 25 69.4 115 71.9 None Response 0 0 0 0 0 0 Table 1 shows that totally 28.1 percent of studies people are men and 71.9 percent are women. Table 2. Frequency distribution of society people according to age Age Tehran University Science and Investigation Total 25 Years & Younger 4 3.2 0 0 4 2.5 25-35 Year 43 34.7 26 72.2 69 43.1 36-45 Year 43 34.7 8 22.2 51 31.8 46-55 Year 26 21 0 0 26 16.3 823
Up To 56 year 2 1.6 0 0 2 1.3 None Response 6 4.8 2 5.6 8 5 Table 2 shows that most percent's of responding people of age range were between 26-35 years and least percent (1.3 percent) were to 56 years up of age range. Table 3. Frequency distribution of society people according to their married life condition Marriage Tehran University Science And Investigation Total Condition Single 38 30.7 12 33.3 50 31.2 Married 86 69.4 24 66.7 110 68.2 According to Table 3, married people of society are 68.8 percent and after that group are placed unmarried people by 31.2 percent. Table 4. Abundance distribution of society people according to their education term Education Level Tehran University Science And Investigation Total Diploma 22 17.74 0 0 22 13.7 Bachelor 64 61.61 26 72.2 90 56.3 Senior Bachelor 38 30.65 10 27.8 48 30 Doctoral 0 0 0 0 0 1.3 Findings of the study about education terms of library personnel s show this fact that most education rate (56.3 percent have been allocated to bachelor term (56.3) senior bachelor (30 percent) and diploma (13.7) are in next ranges. Course of Study Information Science and Librarian Ship None Information Science and Librarian Ship Table 5. Frequency distribution of society people according to course of study Tehran University Science and Investigation Total 69 55.6 35 97.2 104 65 55 44.4 1 2.8 56 35 Table 5 shows that 65 percent of studied people have educated in book holding and informing course of study and 35 of them have educated in other course of study than book holding and informing. Table 6. Frequency distribution of society people according to working record Years of work. 1-5 Year 6-10 Year 11-15 Year Tehran University Science and Investigation Total 37 29.8 9 25 46 28.8 28 22.6 18 50 46 28.8 22 17.7 5 13.9 27 16.9 821
16-20 Year 15 12.1 2 5.5 17 10.6 Up To 20 Year 20 16.1 1 2.8 21 13.1 None Response 2 1.6 1 2.8 3 1.9 Findings of study amount of working record of studied people shows that most libraries personnel (28.8 percent) have working between 1-5 and 6-10 years and smaller groups (10.6 percent) are people with 16-20 years of work. Study questionnaires' findings based on EFQM model attained findings of the study is summarized in Table 7. Earned final privilege by any of criteria and percent acquired of final privileges are brought separately and are comparable with each other. final privilege have been used for accounting total privilege of libraries and percent of privileges have been accounted for comparing criteria to each other and for determining most weak and most successful criteria. Table 7. Organization record card in the questionnaire method (accounting total privilege of organization based on EFQM model) Mean Privileges Acquired Percent of Final Acquired Privilege Criteria Model Privilege Tehran University Science And Investigation Tehran University Science And Investigation Tehran University Science And Investigation Leader Ship 1.92 2.06 100 47.93 51.38 47.93 51.38 Career and Strategy 1.77 1.93 100 43.72 48.26 43.72 48.26 Personals 1.78 1.80 100 44.40 44.87 44.40 44.87 Participation & 1.90 1.97 100 47.53 49.21 47.53 49.21 Resource Processes & Services 1.88 1.93 100 47 48.35 47 48.35 Users Results 1.89 2.06 150 47.18 51.39 70.77 77.08 Personal Results 1.54 1.73 100 38.28 43.32 38.28 43.32 Society Results 1.70 1.96 100 42.11 49.05 42.11 49.05 Performance Key Results Total Privilege 1.79 1.99 150 44.58 49.74 66.87 74.61 Tehran University 448.61 Science And Investigation 486.13 To response of the first question based on quality level of libraries universities of Tehran University and Science and Research Branch of the Islamic Azad University in regard to ninth criteria of organizational model EFQM it can be said: According Table 7, acquired privilege for leadership criteria in Tehran University has been 47.93 that this amount in Science and Research Branch of the Islamic Azad University 51.38 percent of total privilege of leadership criteria shows ( 100 privilege ) in organizational model. Findings related to career criteria and strategy show that Tehran University has got 43.72 privileges in his criteria that this amount for Science and Research Branch of the Islamic Azad University is 84.26. And in compare to total criteria supper (100privileges) both of universities had performance lower than average extent. The privilege of Tehran University in human source criteria is 44.40 and in Science and Research Branch of the Islamic Azad University it is 44.87. Comparing both of privileges together indicate this fact that both university in acting to third criteria had almost similar performance and in comparing with total privilege (100 privilege) this privilege is least of average extent. It can be confessed about condition of participations and resource that related privilege of criteria is 47.58 in Tehran University that this amount is 49.21 in Science and Research Branch of the Islamic Azad University. Comparing these privileges with total privileges (100 privileges) of criteria emphasize this mutter that managers of libraries have had a performance close to average. Attained privilege in process criteria of services is 47 in Tehran University and is 48.35 in Science and Research Branch of the Islamic Azad University comparing these two privileges together indicate this fact that both universities in acting to fifth criteria performance have had almost similar performance and in comparing with allocated privilege by European foundation of quality management in fifth criteria of enablers (100 privilege) have acquired lower privilege than average extent. 822
Obtained results of sixth criteria indicate that criteria privilege of users results is 70.77 in Tehran University and it is 77.08 in Science and Research Branch of the Islamic Azad University that in compare to total privilege (150) of criteria, these universities are too far to attain elevation. Obtained privilege for criteria of human source results in Tehran University is 38.28 percent and for science and investing university is 43.32 percent that is smaller than to allocated criteria (100 privilege ( from organizational elevation model obtained results shows weak performance of library managers in both universities in all sub criteria of this field. The final privilege of society results criteria is 42.11 in Tehran University and privilege of this criterion in Science and Research Branch of the Islamic Azad University is 49.05. Both universities have had little development in acting to this criterion. And have acted weakly. Managers of library have acted in average extent only in one case and it is the extent of responsibility of libraries alongside of society. To answer the second question namely Tehran University, Science and Investigation university libraries in what level of elevation are placed in regard to indicators of organizational elevation model? Table 8. Result of performing test (T- test) for total quality management indexes based on EFQM criteria models in Tehran University s libraries Indexes Total privileges Number 124 Mean 1/79 Standard Deviation 0/69 T Amount -3/39 (Df) 123 Significance Level Sig 0/001 In regard to test statistics obtained amount of t for criteria of EFQM model equal to -3.39 with freedom rate of 123 is least of critical t of Table (1.96) and also since obtained significance level (0.001) is least of alpha level a = 0.05, there is a virtual difference (number 4 have been highest extent of privileging in questionnaires) and by considering acquired means of criteria of model (1.79) is smaller of number 2. so it can be conclude that means of statistic sample of people views about performance of Tehran university libraries in acting total quality management based on criteria of EFQM is smaller than mean extent of model criteria. Table 9. Result of acting test (T-test) for total quality management based on criteria of EFQM model in Islamic independence university libraries unit science and investigation Indexes Total privileges Number 36 Mean 1.94 Standard Deviation 0.67 T Amount -0.575 (Df) 35 Significance Level Sig 0.569 In regard to test statistic, amount of obtained t for EFQM criteria model equal to (-0.575) with 35 freedom rate is smaller of table critical t (2.02) and also since obtained significance level (0/569 is bigger of Alpha a = 0.05, (p> 0.05) there is no significance difference. and by regarding acquired mean of model criteria, (1.94) is smaller than 2. So it could be that mean views of statistic sample of people about performance of libraries of Islamic independent university unit science and investigation is smaller than mean extent of criteria model based on criteria model EFQM. Result obtained of ninth criteria sum of elevated organization indicates that final privilege of Tehran University, according to EFQM, is 448/61 and in science and investigation is 448/13. Comparing privileges shows that science and investigation university have had better performance in context of operating concepts of organizational elevation that in regard to defined levels for superiority in EFQM model and comparing total privilege 1000, both university have placed in second level (appreciation for elevation ). These privileges indicate that manager s attitude of both university pass similar process of assessing for elevation prize EFQM in a simpler level. Libraries privilege in both universities in acting to total quality management according to EFQM is the sign of programming necessity for strengthen power points and removing weak points (improve opportunity). To answer to third question power points and fields, needed to be improved in Tehran University and science and Investigation University have been considered based on findings acquired of descriptive statistics of questionnaire in two following sections: And in other cases managers have acted weakly earned privilege in key performance results by two universities, Tehran University is 66.87 and Science and Research Branch of the Islamic Azad University is 74.61. Comparing these two privileges shows that both universities should pass more distance to arrive confirmed privilege by European foundation for this criterion (privilege150). Passing these privileges shows that Science and Research Branch of the Islamic Azad University have had better performance than Tehran University in context of observing ninth criteria. 828
A. Power Points Power points in enablers criteria according to acquired findings of Table 7, it can be said that among enablers criteria, criteria of leadership with 47.93 privilege, participations and resources with 47.53 privilege and process and services with 47 privilege serially have earned highest privilege although are lower of mean extent of privileges in organizational elevation model but are accounted as power points of this university. highest privilege in Science and Research Branch of the Islamic Azad University serially is allocated to leadership criteria with 51.38 privilege and criteria of participation and resources with 49.21 privilege that are set almost in mean extent. So it can be said that these criteria are accounted as power points of this university. Power Points in Criteria of Results Also in criteria of results in regard to acquired findings of Table 7 it can be said that although acquired privileges of users criteria results (70.77) and key results of performance (66.87) are lower than mean extent of organizational elevation models of privileges criteria, it is accounted as power points of Tehran University. Highest acquired privileges in Science and Research Branch of the Islamic Azad University allocate serially to users results criteria (77.08) and results of key performance (74.61) that it can be said they are accounted as power points of university. B. Necessitous Fields of Improving Also in results criteria in regard to acquired findings of Table 7, it can be said that criteria of personnel s result and society results are accounted serially of necessitous fields of improving. DISCUSSION AND CONCLUSION Acquired results of this present study indicates that studied respondents in ninth criteria of organizational elevation model have showed final different results and Science and Research Branch of the Islamic Azad University in acting to criteria's of organizational elevation have had better performance that Tehran University 's. So that Tehran University have allocated highest mean of users results criteria (x = 70.77) and smallest means results of personnel s performance (x=38.28). Whereas it was reported highest mean of users results (x=77.080 and smallest mean of personnel result (x=43.32) in Science and Research Branch of the Islamic Azad University. by the way criteria's of key performance results, leadership, participation and resources, processes and services, personnel s, career and strategy and society results, processes and services, personnel s, crier and strategy and society results are placed serially in Tehran University and criteria of key performance results leadership, participation and resources, society results, processes and services, crier and strategy and resources, society results, processes and services, career and strategy and personnel s are placed in next hierarchical order in Science and Research Branch of the Islamic Azad University either. Attendance to determine attaining aims directions and libraries' missions that appears in society results and none efficient approach to personnel s effect in one side development matter of relationship with other side cause improving quality factors of performance to be weak in these libraries. Besides, performance quality of Tehran University libraries in regard to earning 448.61 privileges of Science and Research Branch of the Islamic Azad University by earning 486.13 privileges from 1000 privilege of organizational elevation model, both universities are in second class of appreciation of elevation. These privileges show that managers attitude in both university pass same process of assessing for EFQM elevation prize in a simpler level. So considering weak points and attempt for removing them and also strength improving points can improve quality level of performance in these institutions. At last in regard to acquired results, to improve performance quality of Tehran University s libraries and Science and Research Branch of the Islamic Azad University it can be offered that following items be in program of libraries managers: 1. It is recommended that managers of libraries recognize acquired results, aspects of management that they need for improving by studying used criteria's exactly in this Research and program to them. 2. It is necessary mangers of libraries to attempt in order to improve at both diminution of enablers and results. Although criteria of leadership and participation and resources are in efficient condition in enablers dimension but personnel s and career and strategy criteria should be in priority and be results respect are in good condition. 3. It is recommended to managers in order to get better results of services contrive to attempt satisfy personnel s that in regard to this study act important role in decreasing results of libraries performance and provide necessary bad context to their satisfactory b assessing education tars, donating authority and reasonable decisions and participating personnel s in libraries affairs and also by providing and presenting efficient welfare services and increasing business privileges until by these performance of libraries be improved. 823
4. It is recommended to libraries managers to take serious discussion of different business process in order to improve their service quality and use one of quality management standards to control activities and doing services as much as possible. Also it is necessary these affairs be indicated completely to personnel s and they be inform of running jobs. REFERENCES Borbely M, 2009. Factors that influence self- assessment in altering library environment, paper presented at the qualitative and quantitative methods in libraries QQML, Chania, Crete, Greece. Clegg B, Rees C, Titchen M, 2010. A study into the effectiveness of quality management training: A focus on tools and critical success factors. The TQM Journal. 2:188-208. Najaf beigi R, 2003. Organization and management, Islamic Independence University. Tehran: publication center. Neely A, Gregory M, Platts K, 2010. Performance measurement system design: a literature review and research agenda. International Journal of Operation and Production Management. 15(4):148-156. Tari J, Vicente S, 2006. Human aspects in a quality management context and their effect on performance. International Journal of Human Resource Management.17:484-503. Wang H, 2006. From user to customer : TQM in academic libraries. Library Management. 27(9): 606-620. 823