An examination is an important component of any institution that educates people. It is a form of assessment used to measure the students' understanding of the concepts and principles they would have learnt. Zimbabwe Open University, an Open and Distance Learning institution has been setting its own examinations for the academic programmes…

The phenomenal growth and subsequent increasing use of Information and Communication Technology (ICT) innovations has led to an increase in their use in higher education over the past decade. Past research has criticised e-learning (compared to traditional face-to-face lecturing) for its failure to engage students in their learning. However, King…

Quality assurance for distance higher education is one of the main concerns among institutions and stakeholders today. This paper examines the experiences of Universitas Terbuka (UT), which has initiated and implemented an innovative strategy of quality assurance (QA) for continuous improvement. The credo of the UT quality assurance system is…

This article reports on a case study of the e-learning production unit at the University of Pretoria, South Africa. Phase 1 of the study, completed in 2003, was the design and development of a process-based quality management system for web-supported learning (WSL) using a basic ISO 9000 approach (University of Pretoria, 2003). The second phase,…

An effort to enhance quality and efficiency at the University of Florida was designed to produce quick results without involving many employees and focused on the accounts payable department. Flowcharting identified inefficiencies and pinpointed opportunities for improvement in labor-intensive processes, mailings, check registers, reports,…

Experience at Rio Salado Community College (Arizona) has shown that an administrative issue should be examined first to determine whether application of the continuous improvement process is an appropriate use of resources. Areas truly in need of significant improvement should have priority. (MSE)

Although traditional surveys are a valuable tool for college institutional researchers and others gathering data to support quality improvement programs, focus groups offer another technique for understanding university community members' needs and opinions by probing areas of special interest. University of Miami (Florida) experience illustrates…

This account of internal audit is set within the context of higher education in the UK and a fictitiously named Riverbank University. The study evaluates the recent introduction of "Internal Academic Audit" to the University and compares the process with that of the internationally recognized ISO 19011 Guidelines for Auditing Quality…

The initial implementation of the Total Quality Management approach by 10 Boston-area (Massachusetts) institutions is summarized. The institutions include Babson College, Bentley College, Boston College, Boston University, Lesley College, Massachusetts Institute of Technology, Tufts University, University of Massachusetts at Boston, Wentworth…

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…

Three university programs of continuous quality improvement, based on the Total Quality Management approach, are described. The institutions are the Georgia Institute of Technology; Pennsylvania State University; and University of Maryland at College Park. The report attempts to look beyond the mechanics of the programs to discover what is being…

At Samford University (Alabama), Total Quality Management methods and tools were used to reorganize the library. The professional librarians formed the quality team. Focus on customer needs and restructuring of staffing and organizational processes have resulted in both quantifiable and less tangible improvements in service and environment. (MSE)

The Georgia Southern University admissions office implemented Total Quality Management (TQM) principles to control the quality of information management. It is suggested that, although TQM is used best on an institutionwide basis, it can also be useful in improving quality, reducing cost, increasing productivity, and achieving competitiveness on a…