Purpose: In this paper, the authors focus on training as a frequently used knowledge management tool. This paper aims to help training function to achieve excellence at the first attempt by evaluating and deciding on the most interesting method for each training action before engaging the investment. Design/methodology/approach: The authors apply…

Are prospective employers getting "quality" educated, degreed applicants and are academic institutions that offer online degree programs ensuring the quality control of the courses/programs offered? The issue specifically addressed in this paper is not with all institutions offering degrees through online programs or even with all online…

Are prospective employers getting "quality" educated degreed applicants and are academic institutions that offer online degree programs ensuring the quality control of the courses/programs offered? The issue specifically addressed in this paper is not with all institutions offering degrees through online programs or even with all online…

The most widely recognized quality management standard in the world, the International Organization for Standardization's ISO 9000, is considered by some in higher education to have much potential for college administration. Its advantages include its focus on organizational infrastructure, adaptability, articulation of tangible requirements for…

After seven years of conducting the National Association of College and University Business Officers' benchmark program, designed to establish standards for institutional administration, the association reviews the lessons learned and the challenges ahead in higher education. Representatives of four participating universities offer their…

The New Jersey Performance Management System (PMS) is a major mechanism used by the leadership of the New Jersey Division of Mental Health and Hospitals to contract for, monitor, and manage community mental health services. This paper describes PMS, its components, implementation, and limitations. (Author/LMO)

A discussion of external evaluation of a college or university program or unit looks at two different approaches used in the United States for accreditation purposes--standards of good practice and competency-based learning and review. Methods of maintaining consistency and eliminating bias are examined briefly. (MSE)

Issues that affect the use of performance indicators in managing educational quality are discussed in this paper. Recent changes in public-sector organizational management include the development of strategies for the management of change itself and the changing role of the public sector. A trend within the public sector is an increase in the…

The quality assessment process for Australian universities is examined, including its impact on quality improvement, whether judging quality at the institutional level is too coarse a measure to give accurate results, some alternatives, and whether the whole institution approach may lead to greater external interference in institutional affairs.…

Although higher education in Scotland is part of the United Kingdom system, it has operated separately, with a distinctive focus on the assessment of quality in each academic subject. Internal and external quality assessment and assurance processes are described, and the lessons learned are explored briefly. (MSE)

Protocols for evaluating programs in Quebec universities are described. The evolution of the system is reviewed, and policies and procedures for assessing both new and existing programs, both internally and externally, are outlined. (MSE)

First, the role of the association of universities in the Netherlands in external institutional evaluation is examined. Then, three basic tenets of program assessment are discussed: (1) university programs must be of academic quality; (2) program content must not be too compressed; and (3) programs should be challenging for students. (MSE)

Benchmarking, associated with quality management philosophy currently common in higher education institutions, identifies processes considered to be the standard to emulate. A benchmark student administrative services area represents the best related processes brought together in one institution. A benchmark institution is described. It is argued…

Performance management, a joint process involving both supervisor and employee in the identification of common goals and writing of performance expectations, is recommended as a quality management approach to college and university personnel management. Its philosophical bases, management rationale, and the use of performance appraisal within this…

Total Quality Management methods can build on conventional performance indicators to enhance their usefulness in monitoring and improving quality and effectiveness in higher education institutions. Experience with these methods at colleges and universities, particularly in several academic and administrative areas at Pennsylvania State University,…