ERIC Number: ED336039
Record Type: RIE
Publication Date: 1991-May
Reference Count: N/A
Using Total Quality To Better Manage an Institutional Research Office. AIR 1991 Annual Forum Paper.
Heverly, Mary Ann
Responding to the call for higher education to adopt a new paradigm in managing its administrative processes, an Institutional Research Office at Delaware County Community College (DCCC) in Pennsylvania made a two-year effort to use a Total Quality approach in its management. Total Quality Management is a Japanese movement based on the teachings of American quality experts such as W. Edwards Deming and Joseph M. Juran and values continuous process improvement, obsession with customers, long term thinking, and data-driven management. At the DCCC Research Office, management worked on three particular areas. The first was identifying customer needs for information. Through data collection and a tracking process 238 requests were tracked and three improvements resulted. Second, the office studied the processes used for the annual high school senior survey, and was able to eliminate "complexity" (i.e, steps that add no value to the final product or service) thereby completing the project as scheduled without additional staff. Third, a focus on continuous process improvement forced a change in the day-to-day mode of management. Finally, under direction from an institution-wide effort the entire management approach has changed. Over all results include the office's ability to handle an increasing workload without an increase in staff or other resources. The report contains 13 references and 4 charts. (JB)
Publication Type: Speeches/Meeting Papers; Reports - Descriptive
Education Level: N/A
Audience: Administrators; Researchers; Practitioners
Authoring Institution: N/A
Identifiers: AIR Forum; Delaware County Community College PA
Note: Paper presented at the Annual Forum of the Association for Institutional Research (31st, San Francisco, CA, May 26-29, 1991).