This paper identifies critical components of recent organizational quality improvement programs and specifies how applied behavior analysis can contribute to quality technology. Statistical Process Control and Total Quality Management approaches are compared, and behavior analysts are urged to build their research base and market behavior change…

Total Quality Management (TQM) is defined and described, and its application in higher education institutions is discussed. The paper examines: TQM origins, salient features, importance of organizational leadership and commitment, use of strategic planning, customer orientation, the notion of continuous improvement, assessment of progress, and…

An organizational development and quality enhancement effort at the University of Cincinnati (Ohio) incorporating characteristics of several popular quality management systems has produced unanticipated benefits in the administrative services and information technologies division: downsizing was less drastic than anticipated; innovative financing…

Adaptation of the Total Quality Management approach to organizational improvement at Oregon State University involved creation of 10 pilot finance and administration teams and implementation of a 10-step problem-solving process. The approach has improved staff morale as well as client services. (MSE)

The history and main features of organizational behavior management (OBM) are compared and integrated with those of total quality management (TQM), with emphasis on W.E. Deming's 14 points and OBM's operant-based approach to performance management. Interventions combining OBM, TQM, and statistical process control are recommended. (DB)

This manual, developed for the nursing home employee, examines the concept of quality assurance in nursing homes, describes the benefits of an effective quality assurance program, and provides guidelines to aid nursing homes in developing an appropriate quality assurance program. After a brief introduction, a working definition of quality…

Benchmarking is an ongoing, systematic process for measuring and comparing work processes of one organization to those of another to identify best practices. Higher education can gain much from this technique, as industry has. The method is objective, reduces resistance to change and can lead to dramatic innovation and rapid development. (MSE)

Purpose: The aim of the study was to measure employees' perception of human resource development (HRD) practices, to explore whether ISO certification leads to any improvements in HRD system, and to examine the role of HRD practices on employees' development climate and quality orientation in the organization. Design/methodology/approach: A total…

A University of Vienna (Austria) staff development program that emphasizes the professionalization of university teaching and management is described. The approach integrates personnel evaluation, quality assessment, and staff development, which is also linked to institutional mission and identity. A benefit of the staff development seminars has…

Recent experiences of manufacturing and commercial service industries provide insights to college facilities managers for combining downsizing with quality improvement. The Service Excellence Model emphasizes creation of shared responsibility, focus on core service processes, empowerment of cross-functional process-improvement teams, performance…

Total Quality Management is described as a means for developing institutionwide participation in planning and implementing a continuous college improvement process and is contrasted with more traditional student outcomes assessment. Examples of using this approach to effect process improvement, comprehensive ownership and responsibility,…

The origins and strategies for change in the administrative structure of Carnegie Mellon University (Pennsylvania) are discussed, including trends within all of higher education and conditions specific to the university. Quality improvement efforts are described briefly. Special attention is given to the institution's procurement-disbursement…

This digest, based on a larger report of the same title, summarizes principles for improving quality in higher education institutions. Emphasis is on the effect of the principles when they are used holistically to create a culture of academic excellence. The quality principles are based on the conceptual framework of total quality management (TQM)…

This guide draws on case studies to identify lessons for small and midsized firms who wish to improve the quality of their services and facilitate change. Following an introduction, section 2 describes the context in which the research was undertaken after a needs analysis was conducted of small and midsized businesses and service providers, and…

Suggested strategies for running a more effective college alumni program include effective calendar organization; careful staff utilization; administrator visibility; increased efficiency; effective use of alumni volunteers and student workers; good office communication; broad information dissemination across campus; consistent use of priorities;…