Most libraries involved to any extent with total quality management (TQM) realize that successfully gathering information from their customers is the key to improving services. To do this libraries must employ a variety of methodologies, both quantitative and qualitative research. Quantitative primary data is usually collected in libraries by…

This paper focuses on the application of total quality management (TQM) in human resources development. It analyzes writings of five leading total quality authors from which four basic principles, or pillars, are derived as the basis for the application of total quality within the instructional setting. The pillars are: (1) customer satisfaction;…

These four papers are from a symposium that was facilitated by Nancy Dixon at the 1995 conference of the Academy of Human Resource Development (HRD). "Reliability Testing of Multirater Feedback" (Wim J. Nijhof, Anne Jager) focuses on testing the reliability and validity of the multirater feedback system. Findings are reported that conclude that…

The Malcolm Baldrige National Quality Improvement Act of 1987 created an annual quality award to promote quality awareness, recognize the quality achievements of U.S. businesses, and publicize successful quality strategies. The criteria used to determine winners of the award focus on the delivery of increasingly better value to customers and the…

Education reform solutions often ignore the people involved and concentrate solely on the systems in which they work. This paper presents an overview of invitational education theory and Total Quality Management (TQM) theory and describes their uses for improving education. Both theories are holistic approaches; stress the cooperative nature of…

This handbook outlines techniques and processes for improving institutional effectiveness and ensuring continuous quality improvement, based on strategic planning activities at Wisconsin's Milwaukee Area Technical College (MATC). First, institutional effectiveness is defined and 17 core indicators of effectiveness developed by the Wisconsin…

In the current milieu of ISO 9000 certification, just-in-time engineering (JIT), demand flow technology (DFT), and total quality management (TQM), industry is attempting to implement available technology for the creation, control, and delivery of documentation. In most cases, their efforts are in need of outside resources to analyze, develop,…

Determining how to monitor and enhance school effectiveness is one of the major concerns in current education reforms in different areas of the world. This paper describes the existing conceptual and practical possibilities and dilemmas in developing a framework for monitoring school effectiveness. The paper identifies the different types of…

The field of education has been slow to recognize the Total Quality Management (TQM) concept. This resistance may result from entrenched management styles characterized by hierarchical decision-making structures. TQM emphasizes management based on leadership instead of management by objective, command, and coercion. The TQM concept consists of…

Shared decision making (SDM) as an element of educational reform promises enhanced quality outcomes and appeals to educators who see virtue in the idea of people coming together to plan what is best for themselves and their students. Analyses have shown, however, that school councils implementing SDM rarely tackle operational classroom decisions…

Developed by educators at the Emily Griffith Opportunity school, this teacher's guide presents a 2-hour workshop to introduce employees in entry-level positions to the concepts and vocabulary of Total Quality Management (TQM). The guide is divided into an instructor's section and a section of 24 handouts for the participants. (Handouts can also be…

This book advances the premise that teachers, in addition to students, must be viewed as customers of the school. Teachers' jobs and work environments must therefore be redesigned for maximum professional growth and development. Unless teachers are supported in developing a quality work environment, efforts to improve schools will be marginally…

This book provides the steps, methods, and strategies that a team of professional educators successfully used in one school to develop Total Quality Education (TQE). As the final volume in the TQE series, the book is a useful guide for teachers, administrators, and parents in creating the self-renewing school. Seven chapters are based on the…

Business process redesign (BPR) is a multifunctional, interdisciplinary, and strategic business improvement methodology designed to improve service, costs, and quality. This book provides a conceptual framework for institutions of higher education to shape such an improvement effort including examples of BPR activities and tools. Chapter 1…

The demand for reform and improved schools are two constant issues in American education. Despite periodic reform efforts, most schools have resisted systemic reform. The Effective Schools Movement was a reaction to assertions in the 1960s that schools had little influence on a child's education. Effective Schools involve all relevant stakeholders…