Measuring the effectiveness of a continuous quality improvement cycle in education is a cumbersome and sophisticated process. This article contributes a comprehensive self-assessment instrument for identifying the strengths and weaknesses of all phases of a continuous quality improvement cycle, including planning, data collection, analysis and…

In higher education, assessment integrity is pivotal to student learning and satisfaction, and, therefore, a particularly important target of continuous quality improvement. This paper reports on the preliminary development and application of a process of recording and analysing current assessment moderation practices, with the aim of identifying…

No one doubts the value and importance of quality education, and quality assurance is one major driving force to achieve this. Measuring the performance of service quality of education services of Universiti Brunei Darussalam (UBD), as part of the quality assessment, was assessed based on Parasuraman's five Servqual dimensions. The assessment was…

Purpose: This paper aims to present an in-depth case study with student perceptions of service quality, discussing the relevance of these perceptions for the important issue of quality improvement in higher education. Design/methodology/approach: The paper presents institutional research carried out in a multi-campus system in Spain made up of…

Texas A&M University's Evans Library conducted a survey (SERVQUAL) to measure service quality in terms of tangibles (appearance of facilities, equipment, personnel, and communication materials), reliability, responsiveness, assurance, and empathy. Discrepancies between expectations and perceptions were found in reliability, responsiveness,…

This South Dakota project assisted the Governor's Planning Council on Developmental Disabilities in setting long range preservice and inservice professional development priorities and identifying future planning needs of the Council. The project provided a prioritization of training needs in the area of developmental disabilities as perceived by…

This paper discusses implementation of Total Quality Management (TQM) tactics for faculty development at Ursinus College (Pennsylvania). Emphasis is on the use of TQM to improve the marketing of faculty and institutional achievements. The paper reports that the administration's use of informal meetings has enhanced faculty initiatives in such…

Business process redesign (BPR) is a multifunctional, interdisciplinary, and strategic business improvement methodology designed to improve service, costs, and quality. This book provides a conceptual framework for institutions of higher education to shape such an improvement effort including examples of BPR activities and tools. Chapter 1…

A description is provided of the process used by a university institutional research office to respond to questions from external groups and the institutional community about quality, effectiveness, and accountability. The institutional research office incorporated external and internal reports, along with institutional offices' planning,…

This volume presents descriptions of Continuous Quality Improvement (CQI) as it is being applied at 25 institutions of higher education. It offers 25 different perspectives on use of the strategic framework, and provides numerous ways to think about issues confronting campuses that decide to embrace CQI. An introduction outlines CQI's beginnings…

The 11 essays in this book address the issue of whether total quality management at institutions of higher learning offers the same benefits and promises as it does in other sectors. Titles include: (1) "Toward an Understanding of Total Quality Management: Its Relevance and Contribution to Higher Education" (Ronald R. Sims and Serbrenia…

Discussion of measuring and improving the quality of library public services focuses on a method for quantifying and categorizing patrons' comments from a questionnaire developed at the College of Charleston (South Carolina) library. Topics include Total Quality Management, measures of user perceptions, and defining the service role of libraries.…

At the Purdue University School of Technology (PST) at Columbus, Indiana, the Total Quality Management (TQM) philosophy was used in the computer laboratories to better meet student needs. A customer satisfaction survey was conducted to gather data on lab facilities, lab assistants, and hardware/software; other sections of the survey included…

The program discussed in this paper was developed and implemented to improve student self motivation levels for a target group of 115 9th through 12th grade students who had classes with 1 of 4 participating teachers. Student self-motivation improvement activities were employed over a 12-week implementation period. Strategies developed were all…

Total quality management (TQM) was employed to improve the collection, storage, and use of racial/ethnic information at Cornell University. The initiative began with the task of standardizing ethnic codes across a number of university systems. The project to improve race/ethnicity reporting was undertaken by a team representing various university…