Discusses "excessive activity syndrome," the condition that exists when too many Total Quality Management (TQM) activities have been implemented and limited results have been achieved. Offers symptoms of EAS and suggests treatments. (JOW)

Lessons learned by two neophyte trainers in a corporate quality improvement program include (1) the importance of team training; (2) training across levels, mixing different departments and responsibilities; and (3) concreteness and small group instruction. (SK)

Asks where the sources of quality in documentation lie. Concludes that the only way to achieve quality is through professional communicators. (SR)

Proposes a new approach to ensuring full and accurate disclosure of information about a website. The SiteLegend approach uses a hyperlink to fully inform consumers regarding 12 essential components of websites. This article describes each of the 12 components, then provides an example of an active online link that illustrates actual use of the…

Describes requirements for ISO 9000 certification in industry, using a factory example. Shows how requirements might be applied in higher education, with "product" being the actual learning outcome and "customer" anyone who purchases educational services. Addresses issues of continuous improvement in higher education. (SK)

Applying microeconomic theory to No Child Left Behind predicts that its use of significant consequences for schools that do not reach 100% proficiency on rigorous standardized tests by 2014 will likely prevent most, if not all schools, from providing a high-quality education for their students. The central problem is cost. Quality assurance models…

Inherent within emerging new food supply chains (FSCs) in the UK in recent years, and in particular those based upon direct marketing, is the (re)connection of production--consumption processes and concomitantly producers and consumers. New forms of connection are apparent, as food produce is differentiated on the basis of quality constructs which…

This study investigates the quality assurance of web-supported learning and may be considered a self-evaluation exercise of the e-learning design and production unit at the University of Pretoria, South Africa. While the 'quality' discourse and the 'e-learning' discourse are topical, there is little evidence of research projects which attempt to…

This paper examines the introduction of peer review of teaching in a pre-1992 university in England. The paper first considers the theoretical dimensions. Peer review of teaching is generally seen as a quality enhancement rather than a quality assurance instrument and a powerful means of encouraging the continuing professional development of…

Background: This paper explores the appropriateness of using mystery customer programmes in higher education institutions (HEIs) in the UK. Purpose: The main aim of the paper is to examine potential advantages and disadvantages of mystery customer programmes within HEIs, and to identify any issues that would need to be successfully resolved were…

When charged with overseeing a project, how can one ensure that the project will be completed on time, within budget, and to the satisfaction of everyone involved? In this article, the authors examine project management methodology as a means of ensuring that projects are conducted in a disciplined, well-managed and consistent manner that serves…

In the recent past, the proliferation of digitally available content heralded the beginning of serious problems for the business models of publishers. The ease with which content can be accessed, copied and distributed disrupts the control of those whose role has been to manage and profit from the intellectual property rights of content producers.…

This contribution is set in the context of the burgeoning of practitioner inquiry in Australia, taking account also of various European and North American initiatives, against the background of the notion of action research as an emancipatory project. Practitioner inquiry, under these conditions, requires that the work move beyond a utilitarian…

The five Nordic countries and their respective quality assurance agencies have convened annually for over a decade to exchange experiences and discuss issues concerning quality assurance in higher education. In recent years this has resulted in a regional network for the quality assurance agencies (NOQA). During this period, methodological issues…

This paper critically examines the outcomes of quality assurance programme reviews on the three campuses of the University of the West Indies (UWI) with an emphasis on the factors that impact upon the quality of students' learning experiences. In establishing the context of the discussion, the authors describe the quality assurance system of the…