A case study of a work team in a company using quality management strategies found that training to improve customer service actually served to shape workers' attitudes and control their behavior. The focus of this organizational learning was instrumental and served the interests of the organization, not the workers. (Contains 26 references.) (SK)

A growing number of students are pursuing M.B.A.s in order to develop the skills they'll need to help their families' businesses prosper. Business schools are responding with a flurry of new courses that focus on the unique challenges of homegrown businesses: the patriarch who insists that the approach he inherited from his father works better…

Purpose: The paper seeks to explore the effect of academic culture on the implementation of the European Foundation for Quality Management's (EFQM) Excellence Model in UK universities. Design/methodology/approach: A literature review reveals several aspects, which collectively define the academic culture in UK universities. These aspects were…

This book, based on the experiences of institutions of higher education, lists print, nonprint, and organizational resources to assist colleges and universities involved in Continuous Quality Improvement (CQI) efforts. The book has 12 sections which provide: (1) an annotated list of campus documents from nearly 100 college campuses putting CQI…

After almost three decades of school reform, student achievement nationally is about where it was when it started, and student behavior has declined dramatically. Numbers of dropouts, especially in cities and among the poor and minorities, have gotten much higher. Yet many billions of dollars have been spent; countless professionals have carried…

This article provides a case study template for creating and "selling" an enterprise-wide leadership development initiative in a highly decentralized organization. Using a story-telling approach, the authors delineate the five separate but highly interdependent stages used to achieve this. Sandwiched between a prologue and epilogue are five…

This article reports on the use of a large group method, the World Café, compared to large group facilitation in an educational institutional setting in Oman. Change is central to many educational institutions as they aspire to ensure quality procedures and processes are implemented and maintained. One of the difficulties of introducing change…

In the United States there is considerable focus on the need for continuous improvement in the quality of schools, including student achievement and teacher performance. Performance-based pay has been repeatedly suggested as a way to improve teaching in school systems. Therefore, a more thorough understanding of the differences in the perceptions…

This annotated bibliography lists 36 books, reports, and journal articles on total quality management (TQM). Several discuss the implementation of TQM in the library setting. All but one of the sources were published in 1990 or later. Annotations include major themes and arguments, case studies, contents of collected works, and a number of…

This publication is an annotated bibliography of articles and key organizational sources on Total Quality Management (TQM) in higher education. The list was developed through searches of local and national data bases including Education Resources Information Center (ERIC), Public Affairs Information System (PAIS), Wilson Indexes to Journal…

This paper explores Total Quality Management (TQM) as an organizational theory applied to educational administration of higher education. The first part of the paper describes the principles of TQM, and the second part considers TQM in higher education. The third section is a general conclusion that takes into consideration the leadership…

This research investigated the application of Total Quality Management (TQM) in the Information Technology Office (IT) of the University of Louisville since fall 1992. The study includes a detailed literature review of the relationship between TQM and higher education institutions. It is a qualitative analysis, involving a research methodology of…

This literature review is about the application of the ideas of Total Quality Management (TQM) in the academic side of higher learning institutions (classrooms). The methodology is solely document analysis. Findings show that TQM is a possible avenue for achieving national goals of quality for undergraduate and graduate education. The TQM…

An inner-city Brooklyn, New York, high school was improved through the use of total quality management. The dropout rate fell, class cutting was reduced, and failures were considerably reduced. (JOW)

Although total quality management has potential benefits, its human costs are often substantial, for example, diminished morale of middle management, trivial employee participation, and coercive teamwork. Productivity gains thus come at a price. (SK)