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Argues that business process management can improve efficiency and effectiveness across each process and throughout an entire organization. Drawing mainly on experience at the NCR Corporation, the author investigated the possible causes for large‐scale resistance to TQM within quality improvement teams at every level: the article goes on to examine her conclusions. Highlights the need for organizations to show those involved with TQM just why business processes are important and to understand why quality is important. Examines resistance to change from management, with examples of illogical processes based on such resistance and suggestions for improvement. Considers the cost implications of business process management and the common lack of knowledge of who the customer actually is, with examples and suggestions. Concludes with a list of techniques for helping to sell business process management and overcoming resistance to the ensuing changes.

Discusses the requirements for building and implementing a quality measurement system. Contends it is essential that management understands the benefits of both measurement in general and quality measures in detail. Asserts that quality measures focus efforts providing positive and negative feedback. Contends that quality measures immediately point to the area of the process where the problem originates. Asserts that organizational quality measures provide information about how a particular organization is operating. Discusses a number of measurement models. Concludes that reviewing quality measures in a methodological manner will provide increasing opportunities for improvement.

The purpose of this paper is to provide a selected bibliography of recent resources on library instruction and information literacy.

The paper identifies and annotates periodical articles, monographs, and audiovisual material, in the area of library instruction and information literacy.

The paper provides information about each source, discusses the characteristics of current scholarship, and describes sources that contain unique scholarly contributions and quality reproductions.

The information in the paper may be used by librarians and interested parties as a quick reference to literature on library instruction and information literacy.