Efficiency in the 1980's, quality in the 1990's, compliance in the 2010's - private sector management techniques and mechanisms find their way to public services. This paper facilitates the understanding of how compliance management controls can improve operations and prevent or detect failure or wrong doing. The last few years' empirical research…

This paper reports on a proposed project to be undertaken to improve the morale, image, and service of the Bursar's Office at Nova Southeastern University. The project calls for: (1) a brainstorming meeting of the bursar's office staff; (2) bursar's office staff to offer suggestions to improve services; (3) the encouragement of teamwork and…

Kent State University (Ohio) has focused on developing an organizational culture that expects and promotes quality. A college finance division statement, distributed to division staff, identifies its values and beliefs and emphasizes a culture in which planning, empowerment, and continuous improvement are key elements. (MSE)

The Quality Assurance Program (QAP) workbook is intended to assist institutions of higher education conduct qualitative and quantitative evaluations of their financial aid operations in relation to requirements of Title IV of the Higher Education Act. The workbook provides a structured approach for incorporating a cyclical Title IV QA system into…