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Direct linkBoyce, Crystal M. – Public Services Quarterly, 2015
Secret shopping is a form of unobtrusive evaluation that can be accomplished with minimal effort, but still produce rich results. With as few as 11 shoppers, the author was able to identify trends in user satisfaction with services provided across two entry-level desks at Illinois Wesleyan University's The Ames Library. The focus of this secret…
Descriptors: Academic Libraries, Library Services, Library Research, Action Research
Download full textNaydenova, Iva; White, Bruce – Information Systems Education Journal, 2013
Healthcare has become a rapidly changing field. With the introduction of value-based purchasing to determine reimbursement of Medicare providers based on the quality of care in addition to outcomes in treatment, the environment is becoming ever more competitive. Saint Philip's Hospital is among the largest non-profit hospitals in the nation…
Descriptors: Hospitals, Health Services, Automation, Information Technology
Gallifa, Josep; Batalle, Pere – Quality Assurance in Education: An International Perspective, 2010
Purpose: This paper aims to present an in-depth case study with student perceptions of service quality, discussing the relevance of these perceptions for the important issue of quality improvement in higher education. Design/methodology/approach: The paper presents institutional research carried out in a multi-campus system in Spain made up of…
Descriptors: Foreign Countries, Multicampus Colleges, Case Studies, Educational Quality
PDF pending restorationDougherty, Jennifer Dowling; And Others – 1994
Business process redesign (BPR) is a multifunctional, interdisciplinary, and strategic business improvement methodology designed to improve service, costs, and quality. This book provides a conceptual framework for institutions of higher education to shape such an improvement effort including examples of BPR activities and tools. Chapter 1…
Descriptors: Business Administration, Change Strategies, College Administration, Costs
American Association for Higher Education, Washington, DC. – 1994
This volume presents descriptions of Continuous Quality Improvement (CQI) as it is being applied at 25 institutions of higher education. It offers 25 different perspectives on use of the strategic framework, and provides numerous ways to think about issues confronting campuses that decide to embrace CQI. An introduction outlines CQI's beginnings…
Descriptors: Case Studies, Colleges, Community Colleges, Educational Improvement
Peer reviewedSeay, Thomas; And Others – Library Trends, 1996
Discussion of measuring and improving the quality of library public services focuses on a method for quantifying and categorizing patrons' comments from a questionnaire developed at the College of Charleston (South Carolina) library. Topics include Total Quality Management, measures of user perceptions, and defining the service role of libraries.…
Descriptors: Academic Libraries, Higher Education, Improvement Programs, Library Public Services
Swanson, Dewey A.; Phillips, Julie A. – 1998
At the Purdue University School of Technology (PST) at Columbus, Indiana, the Total Quality Management (TQM) philosophy was used in the computer laboratories to better meet student needs. A customer satisfaction survey was conducted to gather data on lab facilities, lab assistants, and hardware/software; other sections of the survey included…
Descriptors: Computer Centers, Computer Uses in Education, Evaluation Methods, Higher Education
Texas Higher Education Coordinating Board, Austin. Div. of Community and Technical Colleges. – 1994
In May 1993, the Texas Higher Education Coordinating Board formed the Task Force on Institutional Effectiveness (TFIE) to develop a state-level evaluation and continuous improvement plan for community and technical college (CTC) workforce education and academic programs. This report presents the plan for utilizing data collected on CTC's in three…
Descriptors: College Outcomes Assessment, Community Colleges, Educational Assessment, Educational Quality
