Reports a study that examined the reasons why health educators practicing at various sites chose not to become certified health education specialists. Surveys found that subjects' responses to proposed benefits of certification varied depending on the benefit, and many did not believe they would receive the proposed benefits. (SM)

Presents three articles that discuss customer service in libraries, with a focus on planning for service management, a customer service program for library staff, and a quality improvement process. Highlights include developing and implementing service strategies, dealing with requests, redefining work relationships, coworkers as customers,…

The effects of scheduled intern rotations on the cost and quality of inpatient care at a teaching hospital were studied for 1,705 rotation patients and 3,141 no-rotation patients. Systematic discontinuity of scheduled rotations may be a source of increased health care costs at teaching hospitals. (SLD)

Discussion of human performance technology tools for instructional design focuses on incentives and competence. Highlights include quality, organizational goals, feedback, employee attitudes, working conditions, deadlines, standards, training, a balance of forces, and partnerships. (AEF)

Documents the approach and the design decisions taken during the establishment of a quality system for teaching activities in the Department of Mechanical Engineering at the University of Leeds. Describes the motivations for performing the work, how it was organized and resourced, the approach adopted, and the impact of the Higher Education…

Explores a quality control investigation with baseballs. Students were placed in groups of three to handle specific jobs: data recorder, measurement-instrument handler, and instrument reader. Includes assessment instruments and a list of suggested investigations. (MKR)

This article on the University of Michigan Information Technology (IT) Division's implementation of Total Quality Management (TQM) principles describes TQM premises, the implementation process, and initial effects (e.g., increased use of concepts of customer needs and quality indicators). The particular relevance of the TQM approach for IT…

Deming's "System of Profound Knowledge" is even more fundamental than his 14-principle system transformation guide and is based on 4 elements: systems theory, statistical variation, a theory of knowledge, and psychology. Management should revamp total system processes so that quality of product is continually improved. Implications for…

Describes the controversial movement toward voluntary teacher certification through the National Board for Professional Teaching Standards. An examination of existing certification and review mechanisms does not support the board's view that performance assessment surpasses traditional testing. The article discusses implications for school health…

A study of the current program evaluation system in Dutch higher education consisted of a survey of institutions concerning their quality control and enhancement activities and 12 case studies of the experiences of universities and vocational institutions while conducting required self-evaluations and undergoing external evaluation. (MSE)

Without profession-based quality control, well-meaning legislators are actually reducing the quality of our nation's teachers by implementing alternative certification laws allowing individuals with no preparation except a college degree to become teachers. Until teachers are well educated and carefully licensed, education reform will not succeed.…

Although the Total Quality Management approach has not met with universal acceptance in higher education, it is important to look beyond first impressions and direct translation to find insights in the methodology for college administration. It is also essential to apply the methods holistically, not in a fragmentary way. (MSE)

Addresses performance technology issues in the form of a parable. Issues discussed include management and leadership roles, assigning tasks to appropriately skilled workers, teamwork, cooperation, task performance, job descriptions, training needs, management goals, rewards, and quality control. (LRW)

The performance model of administration, not a resource model, is what is needed for colleges and universities to thrive in an environment of budget cuts and lowered public trust. Continuous improvement of the efficiency and effectiveness of operational processes demonstrates quality management principles such as those embodied in the Total…

Understanding the principles underlying the Total Quality Management approach is essential to using it effectively in higher education. These include establishing a customer-focused mission; creating a vision; improving the process continuously; using systematic analysis; promoting participation; and recognizing the college or university as a…