Change initiatives in higher education are frequently guided by an institutional change management program which provides employees with a framework and set of skills to better understand problems and facilitate change at the organisational level. In this paper, we explore employee perceptions of Six Sigma as a tool for facilitating change at one…

Student retention in higher education is a major issue as academic institutions compete for fewer students and face declining enrollments. A conceptual model of applying the quality improvement methodology of Six Sigma to the problem of undergraduate student retention in a college of business is presented. Improvement techniques such as cause and…

The growing prominence of value-added models for measuring teacher effectiveness has prompted a recent surge in policies that consider students' classroom performance part of a teacher's evaluation. Yet, in light of the criticism and limitations of the current models, whether and how evaluation systems will adapt over time is unclear. This paper…

Higher education is a critical element of the American economy, because of both its benefits and its costs to individuals and taxpayers. Yet we know very little about the relationships between the things colleges and universities do and the resources they need to do them. Currently, shrinking public support and increasing tuition make it urgent…

Purpose: This paper aims to develop and empirically test the performance-based higher education service quality model. Design/methodology/approach: The study develops 67-item instrument for measuring performance-based service quality with a particular focus on the higher education sector. Scale reliability is confirmed using the Cronbach's alpha.…

Purpose: The paper aims to describe the application of two key service quality frameworks for improving the delivery of postgraduate research supervision. The services quality frameworks are used to identify key areas of overlap between services marketing practice and postgraduate supervision that can be used by the supervisor to improve research…

The QIAT Self-Evaluation Matrices (QILT, 2001) were developed in response to formative evaluation data indicating a need for a model that could assist in the application of the Quality Indicators for Assistive Technology Services in Schools (Zabala, et al, 2000). The QIAT Matrices are based on the idea that change does not happen immediately, but…

Disconfirmation models of online service measurement seek to define service quality as the difference between user expectations of the service to be received and perceptions of the service actually received. Two such models-inferred and direct disconfirmation-for measuring quality of the online experience are compared (WebQUAL, SERVQUAL). Findings…

Disorder and linearity are essential to science, but empirically derived laws indicate that counts do reflect underlying structure and can support inference. Starting from the premise that a linear structure underlies data, G. Rasch deduced that the necessary and sufficient mechanism to convert from counts to linear measures is the logistic ogive.…

Cason and Cason's model of performance rating was used to determine the extent to which variation in reviewer standards affected the reliability and validity of the program review process used to select papers for inclusion in the annual program. Data analyzed were the overall recommendation for acceptance and ratings on seven quality criteria…

Six Sigma is an organization wide program that provides common set of goals, language, and methodology for improving the overall quality of the processes within the organization (Davis & Heineke 2004). Six Sigma main concern is for the customer. What will the customers want? Need? Six Sigma has a model that helps Sigma get implemented DMAIC model…

In this paper the author assesses the state-of-the-art on quality assessment and monitoring of medical care and makes recommendations for needed research in this area. Following a brief introduction, the content is presented in two sections. The first, providing a frame of reference, covers definitions; quality assessment and program evaluation;…

A study was conducted using quality control and quality assurance models to examine student outcomes. The purpose was to investigate current quality control and quality assurance practices in six colleges, to evaluate the relationship between quantitative effectiveness measures and qualitative outcomes measure and to assess the readiness of each…

A series of articles examines the possible role of standards in measuring the performance of automated library systems and in planning the needed capacity of a system. Topics discussed include capacity modeling; response time measurement; system performance from the library, vendor, and consultant perspectives; and development of performance…