Purpose: This paper seeks to evaluate the arguments for and against the proposition that students in higher education are "customers" and should be treated as such. Design/methodology/approach: A critical review of the relevant literature from the domains of total quality management and marketing. Findings: The debate is polarised, with advocates…

Knowledge management is an integral business function for many organizations to manage intellectual resources effectively. From a resource-based perspective, organizational learning and TQM are antecedents that are closely related to KM. The purposes of this study were to explain the contents of KM, and explore the relationship between KM-related…

Examines how to create organizational processes that allow communication professionals with a variety of expertise to support each other through coordination and integration. Studies eight of America's leading total quality management corporations, including AT&T, Federal Express, Saturn, and Xerox. Explores how various total quality…

Reviews application of total quality management (TQM) principles to higher education and the relationship of learning organizations and TQM; compares TQM principles to other organizational behavior concepts. Concludes that TQM treats organizational change in educational institutions as unproblematic, ignoring issues of power, authority, resistance…

Explores the implications that continuous quality improvement (CQI) programs are likely to have for evaluation. CQI, often known as total quality management, offers a structured approach to the analysis of an organization's processes and improvement that should provide advantages to evaluators once they have gained experience with the approach.…

Discusses the application of continuous quality improvement principles in the Department of Vocational and Technical Education at the University of Minnesota. Reviews the processes that the department incorporated to implement this program and lists future steps and categories of action. (Author)

Combines public relations practice and total quality management improvement stages to create a philosophy and set of strategies to assist practitioners' understanding of the challenges and response options available to them as part of improving service quality. (SR)

Case study of a manufacturing firm that implemented total quality management (TQM) found that the initiative may have failed because the company was undergoing rapid, radical structural change. Other problems included short-term focus, communication problems, and employee concerns about job security. TQM may be more compatible with continuous…

Explains the need to establish a national system of standards for public libraries. Discusses local standards, state standards, and international standards, and suggests adopting a tiered approach including three levels: minimum standards; target standards; and benchmarking standards, as found in total quality management. (LRW)

Proposes combining organizational learning (in learning organizations) and total quality to form a holistic framework of integrated methods, tools, and techniques. (SK)

This paper describes how the Excellence Model[R] developed by the European Foundation for Quality Management (EFQM) can be used and applied within higher education, with practical examples accompanying the Model in a Russian University to raise management quality. (Contains 5 figures, 2 tables, and 1 footnote.)

In a time of constant change, sometimes it is worthwhile to ruminate on the future and how things ought to be. "Journal of Electronic Resources Librarianship" wanted to capture some of these ruminations from around the field in a new column called "E-Opinions from the Field" where readers are asked to send in their thoughts on a topic and respond…

Efforts to introduce school choice have produced pressures on public schools to improve their performance. As a result, many public schools have embraced the total quality management principle of continuous improvement. In this article we explain that while this may be well intentioned, it may have perverse unintended consequences. A likely…

For social work practitioners to engage fully in efforts designed to improve the quality of social services, they need to understand what is meant by quality of care, grapple with its complexity, and know how to identify and leverage the key factors most likely to influence it. This article introduces a conceptual model that articulates numerous…

This article is concerned with the meanings that employees in industry attribute to representations of data and the contingencies of these meanings in context. Our primary concern is to more precisely characterize how the context of the industrial process is constitutive of the meaning of graphs of data derived from this process. We draw on data…