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Peer reviewedCalvert, Philip J. – Journal of Academic Librarianship, 1998
An instrument for measuring service quality was developed in Singapore's polytechnic libraries, based on previous work done in New Zealand. Focus groups of academic librarians reported on their understanding of service quality. Contrasts between the two instruments are examined. The time lapse between the projects accounts for some variation. A…
Descriptors: Academic Libraries, Evaluation Methods, Foreign Countries, Information Services
Peer reviewedColeman, Vicki; And Others – College & Research Libraries, 1997
Texas A&M University's Evans Library conducted a survey (SERVQUAL) to measure service quality in terms of tangibles (appearance of facilities, equipment, personnel, and communication materials), reliability, responsiveness, assurance, and empathy. Discrepancies between expectations and perceptions were found in reliability, responsiveness,…
Descriptors: Academic Libraries, Expectation, Higher Education, Institutional Evaluation
Download full textBauer, Scott C.; Mitchell, Stephen M. – 1997
This paper reports on the development and implementation of the quality audit, a methodology designed to help school systems examine their capacity for change using the principles of total quality management as a framework for analysis. Total quality management stresses the importance of continuous improvement of organizational processes,…
Descriptors: Audits (Verification), Educational Change, Effective Schools Research, Elementary Secondary Education
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
Sims, Serbrenia J., Ed.; Sims, Ronald R., Ed. – 1995
The 11 essays in this book address the issue of whether total quality management at institutions of higher learning offers the same benefits and promises as it does in other sectors. Titles include: (1) "Toward an Understanding of Total Quality Management: Its Relevance and Contribution to Higher Education" (Ronald R. Sims and Serbrenia…
Descriptors: Administrative Change, Administrative Organization, Change Strategies, Educational Assessment
White, Marilyn Domas; Abels, Eileen G.; Nitecki, Danuta – 1994
This project tested the appropriateness of SERVQUAL (i.e., an instrument widely used in the service industry for assessing service quality based on repeated service encounters rather than a particular service encounter) to measure service quality in special libraries and developed a modified version for special libraries. SERVQUAL is based on an…
Descriptors: Attitudes, Feedback, Focus Groups, Librarians
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
Matier, Michael W.; Larson, Oscar W., III – 1995
Total quality management (TQM) was employed to improve the collection, storage, and use of racial/ethnic information at Cornell University. The initiative began with the task of standardizing ethnic codes across a number of university systems. The project to improve race/ethnicity reporting was undertaken by a team representing various university…
Descriptors: Administrative Problems, College Students, Data Collection, Ethnicity
Stewart, Robert Grisham – 1996
The objectives of this study were identification and verification of key processes that could be used by higher education quality administrators to implement continuous improvement programs and benchmarking processes. East Tennessee State University's Continuous Improvement Key Process Relationship Matrix was used as the basis of a 44-item…
Descriptors: Benchmarking, College Outcomes Assessment, Decision Making, Educational Quality
