| Summary: | The objectives of this research are to find out the performance of
Human Resources (HR) in user services with the concept of Total Quality
Management (TQM) of 14 Deming�s methods at Diponegoro University
Library.
This research used a qualitative approach. This research is a
descriptive study. Methods of collecting data through observation, study
documents, and interviews. Data processing by editing and coding. Data
analysis using data reduction, display data, conclusions and verification.
The validity test done by the triangulation of data sources.
The results showed that, from the user side: (1) viewed from the
approach librarian skills elements, Average HR already has sufficient
competence both in terms of skills and education., and has qualified
assurance and empathy dimensions of the quality of library services. (2)
viewed from the approach comfortable place elements dan dari dimensi
tengible, it can be concluded that the performance of HR is not good
enough. (3) viewed from the approach compleeteness of collections
elements, suggests that the development of quality products already looks
good enough. (4) viewed from the approach procedure and systems of
service�s elements, it can be said that the services system is sophisticated
enough. It can be concluded that the performance of HR at the library
service has been good enough. (5) viewed from the approach policy and
rule�s elements, HR performance in serving the user has not been good
enough. In terms of librarians and leaders: (1) Viewed from the concept
approach of focus on customer needs, the performance of HR at the
library service has been good enough. (2) Viewed from the concept
approach of survey of customer requirements, the performance of HR at
the library service has been good enough. (3) Viewed from the concept
approach of human resources management, HR performance at the
library, it is good enough. (4) Viewed from the concept approach of
creating continuous improvement, the performance of HR at the library
service is still not good enough.
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