Total quality management in higher education: an application of quality improvement in a university

Article Abstract:

A continuous quality improvement team was responsible for introducing total quality management (TQM) at Lamar University in Beaumont, TX. Each team member received basic TQM training, and a planning phase was then introduced before the team was able to make improvement recommendations. Planning included generating data on the output of the process and quality problems. The team was able to make recommendations for process improvement and service quality improvement, including encouraging potential students to apply earlier and increasing university staff development.

Management, Lamar University

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Applying QFD to internal service system design

Article Abstract:

Service organizations have many internal service units in which quality can be designed in by applying quality function deployment (QFD) and paying attention to the requirements of internal customers. The construction of a complete house of quality for the Research Resources Center, an internal service system situated at Tennessee Technological University's College of Business Administration, demonstrates the strength of QFD as a systematic and structured framework for enhancing internal service processes. QFD can also improve customer views of service quality.

Services industry, Service industries

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University, Inc.: to regain competitiveness, higher education must adopt industrial techniques

Article Abstract:

Universities are coming under growing pressure to become more like businesses. They must exceed students' expectations, revive their competitiveness, strengthen their financial position and add value to their products while seeking zero defects. One method of doing this is to use techniques already shown to be successful in industry. As competition between universities increases, the area of quality management presents some potential for success in the university sector.

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