The purpose of this paper is to examine the performance of second tier UK universities in relation to the effectiveness of their knowledge management systems and involvement in open innovation. Data were acquired using a mail survey of academic staff in social science and business faculties in second tier institutions. The results indicate that…

Examines administrative processes in higher education institutions, focusing on the different core processes within an institution and the creation of structures to make them more efficient and productive. Proposes a framework of four process-related activities benchmarking, identifying best practices, redesign, and organization alignment to…

The management by objectives (MBO) and management by objectives and results (MOR) processes place emphasis upon predicting and influencing the future, improving both individual and organizational effectiveness, and stress the active involvement and participation of managers, supervisors, and employees at every organizational level. There are eight…

Argues that community college administrators have placed too much time and hope in new management systems. Considers clarity of institutional goals, technological knowledge, decision making stability, and reliable information to be essential to effective management. Offers eight tactical rules for influencing institutional decisions. (DMM)

Three intervention schemes for diagnosing management development needs are examined: one for formal management systems, one for management training to accompany such systems, and the third examining different institutional change strategies. The general management development model is derived from research on developing institutions. (MSE)

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…

Understanding the principles underlying the Total Quality Management approach is essential to using it effectively in higher education. These include establishing a customer-focused mission; creating a vision; improving the process continuously; using systematic analysis; promoting participation; and recognizing the college or university as a…

A National Association of College and University Business Officers survey of 153 institutions revealed the ways in which beginning, somewhat experienced, and experienced users of continuous quality improvement (CQI) management principles have implemented them. The three categories of implementers are profiled, and best practices are identified.…

Develops the concept of aspirational management and explains its importance in assembling effective, adaptive, high-performing organizations. Describes how aspirational management can be implemented in higher education using four interacting processes: (1) an aspirations statement; (2) commitment to living the values; (3) commitment to learning…

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)

This article proposes that college admissions officers interested in improving service should focus on creating customer delight rather than simply satisfaction, studying the system when things go wrong rather than placing blame, establishing employee well-being as the highest priority of the organization, providing necessary tools and training…

In January 1994, Arizona's Maricopa Community College District issued a request for proposals to develop new administrative software applications to solve problems related to high maintenance costs for existing systems and difficulties in updating software. The result was the Apollo Project, in which the District contracted with Oracle Corporation…

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…

The Total Quality Management (TQM) approach is defined and its implementation at the University of North Carolina-Charlotte in undergraduate admissions is described. Benefits and challenges of TQM are discussed, first from the perspective of the manager responsible for TQM, then from that of a front-line staff member and TQM team member.…