出版社：Consejo Superior de Investigaciones Científicas
摘要：Libraries and information Services must look forward and adapt their services in a changing environment. To apply Total Quality Management philosophy and techniques is the way to obtain satisfaction of customer needs and continuous improvement in our work processes.
关键词：Total Quality Management;customer oriented service;continuous improvement;Gestión de la calidad;orientación al cliente;mejora continuada de la calidad
