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…

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,…

Various total quality management (TQM) approaches are explored and some core elements specified. Generic problems of TQM and those relating to higher education are analyzed. It is argued that while there are some aspects of TQM that are applicable in the collegiate setting, the specific approach is inapplicable in higher education. A new…

Various theories of organizational structure are examined for agreements, divergences, and evidence that illuminate the effectiveness of the quality management function generally and for higher education institutions in particular. Issues discussed include the concept of service quality, categorization of organizations, and specific structures…

Quality Function Deployment, a set of concepts and tools used in manufacturing engineering to link consumer needs with product design, can also improve academic advising systems and processes. The technique promotes structured, logical examination of students' advising needs and their relationship to advising system design, processes, methods,…

Adoption of a value analysis program is proposed to aid colleges in identifying and implementing educationally sound labor-saving devices and procedures, enabling them to meet more students' needs at less cost with no quality reduction and a minimum of staff resistance. Value analysis is defined as a method for studying how well a product does…

Some organizations are having difficulty with the Total Quality Management (TQM) approach. Problems appear to come from reliance on prepackaged TQM programs, large-scale, diffuse implementation, mass training programs, measurement paralysis, overemphasis on tools, process selection, outmoded reward structures, and simplistic views of change and…

The Japanese model of business management and Total Quality Management principles being applied to higher education as well as businesses are often ineffective because of the application of packaged ideas without consideration of the subtleties of individual organizations. The cowboy model of teamwork stresses the individual's role and better fits…

Compares quality improvement and accountability processes in the United States and United Kingdom. For the United Kingdom, looks at quality audits, institutional assessment, standards-based quality assurance, and research assessment; in the United States, looks at regional and specialized accreditation, performance indicator systems, academic…

This paper examines how the concepts of strategic planning, assessment, and Total Quality Management fit together and relate to one another in the field of higher education. Central to the explanation of how these topics are related is the Japanese philosophy of Kaizen, a driving force behind the quality improvement movement in that country. The…