Purpose: The purpose of this paper is to explore faculty's perceptions of quality management activities (QMA) within their departments, attention being paid to relevant quality aspects and whether quality management contributes to control or improvement of higher education. Furthermore, it examines differences between departments and relationships…

This qualitative study identified the best practices utilized by community colleges to achieve systemic and cultural agreement in support of the integration of institutional effectiveness measures (key performance indicators) to inform decision making. In addition, the study identifies the relevant motives, organizational structure, and processes…

Presents a typology of quality-assurance systems for higher education and evaluates the alternatives. Argues that total quality management strategies are best suited to higher education's purpose because the model is internal to the delivery of the service, continuous, and process-oriented, but notes, however, that there are deep, often…

A national survey of higher education institutions that have adopted Total Quality Management sought to document their implementation, principles, and results. The study developed and pre-tested a questionnaire which was then sent to 408 institutions. With a reminder post-card and a second mailing the total response rate was 67 percent or 168…

A National Association of College and University Business Officers survey of 153 institutions revealed the ways in which beginning, somewhat experienced, and experienced users of continuous quality improvement (CQI) management principles have implemented them. The three categories of implementers are profiled, and best practices are identified.…

Reviews one system successfully used to implement Total Quality Management (TQM) principles and techniques in a student affairs department at a large public university. Discusses TQM applications and argues that implementation of TQM requires both planned staff training and an organization-wide culture change. (RJM)

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…

Explores the history and literature on Total Quality Management (TQM) in an educational setting, and examines results of a university study of its own TQM program. The study found both faculty and administrators dissatisfied with their TQM effort; although most felt that TQM could have positive effects, the perception was that little was being…

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…

Explores the key benefits and costs of implementing Total Quality Management (TQM) in student affairs. Discusses the experiences of early innovators and uses specific criteria to analyze TQM. Outlines effects on financial aid, costs, goal achievement, time and resource commitment, long-term focus, leaders as models, and clarity of mission. (RJM)

Explores the idea of quality, what it means to educators (student affairs professionals in particular), and the role assessment plays in measuring quality. Examines how assessment is used within Total Quality Management to measure quality from a customer perspective; compares such assessments to traditional evaluative methods. (RJM)

Implementation of a job development program within the personnel administration function of an Australian university is evaluated. The program, following principles of the Total Quality Management approach, was found to have favorable impact on a number of work-related variables, in comparison with the traditional approach used in another…

This case study describes why the University of Wolverhampton (England) decided to adopt the Total Quality Management approach to institutional administration, then to develop a quality assurance system to conform to an international quality standard. It chronicles two phases of program development/implementation and assesses successes and…

Syracuse University (New York) has found that the focused, collaborative approach to institutional administration embodied in Total Quality Management is beneficial. It requires allocation of adequate time and resources, observation of others, communication, addressing high-need areas first, and willingness to adapt, but it may bring resistance…

It is argued that, despite the special character of higher education and its institutions, the principles of the Total Quality Management approach (continuous improvement, consistent quality, staff/student participation, meeting customer needs, coordination, management procedures that detect poor quality and encourage good quality) can contribute…