The evolution of a Total Quality Management approach at Aston University (England) is chronicled, especially as it relates to changes in British higher education and the university in the 1980s. Focus is on the organizational context of the institution, steps taken to become informed about quality management, and refinement of objectives. (MSE)

Application of the Total Quality Management approach to one aspect of the administration of South Bank University (England), the relationship between student as customer and university as supplier, is described. The technique includes development of service quality standards and agreements for each service, support, and academic department. (MSE)

Initiatives at the University of Ulster (Northern Ireland) to improve instructional quality include identification of teaching skills through consultation with expert teachers, specification of teaching standards, use of student feedback on teaching, awarding of distinguished teaching awards, assessment of teaching competence upon hiring, a…