Purpose: The purpose of this paper is to examine the factors that drive a firm's decision to invest in training in India's IT-enabled services/business process outsourcing (ITeS/BPO) sector. It aims to consider a much-neglected area and an often-cited need to consider external factors, especially the needs of an organisation's clients in a firm's…

This case study describes and critically evaluates two contrasting models of quality management that have been used to support organizational development within De Montfort University, the United Kingdom, during periods of major internal and external change. These models are audited self-evaluation within a developed management structure, a…

A question and answer form addresses the experience of Samford University (Alabama) in implementing Total Quality Management and examine the process and results of changing institutional culture. The experience illustrates how important preparation is and how profound the required changes may be. (MSE)

The experience of the University of Illinois at Chicago in learning about the Total Quality Management approach and applying it to the institution are outlined. Four distinct stages of change were identified: awareness creation; establishment of initial teams; development of infrastructure for quality improvement (QI); and institutionalizing the…

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…

Outlines strategies used by one Australian university for systematic quality improvement, including development of a quality management plan, devolution of responsibility for quality advancement to faculties and schools, and improving documentation of quality-assurance procedures and outcomes. Topics discussed include leadership, committees,…

This paper analyses the nature of, and relationship between, a quality service initiative and the concept of strategic human resource development. Hilton International is the case study used for this analysis. The principal finding is that the quality initiative is acting as a catalyst for a strategic approach to human resource development to…

Rio Salado Community College (Arizona) uses Total Quality Management tools for four purposes: meeting facilitation; process definition; project selection; and data gathering and analysis. Implementation has helped clarify major issues and depersonalize problems, allowing the continuous improvement team or other group to move forward. (MSE)

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…

Introduction of the Total Quality Management approach in college administration can create a new awareness of class distinctions among employees and a new demand for respect, dignity, and equity, all essential characteristics of an effective organization. Such employee empowerment has been effective at the University of Rhode Island. (Author/MSE)

Oregon State University has created a permanent administrative position responsible for providing universitywide administrative and technical support for implementation of Total Quality Management. Introductory, strategic, team, and special-topic training are provided. Communication with the university community is a primary responsibility. The…

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…

This document contains three papers from a symposium on standards and certification in human resource development (HRD). "Implementing Management Standards in the UK" (Jonathan Winterton, Ruth Winterton) reports on a study that explored the implementation of management standards in 16 organizations and identified 36 key themes and…