ERIC Number: ED352070
Record Type: RIE
Publication Date: 1992-Jun-23
Reference Count: N/A
Total Quality Management in Higher Education.
Rieley, James B.
In order for an educational institution to utilize Total Quality Management as a tool for improving effectiveness, the culture of the college must foster a belief in change and a focus on the customer. A disciplined approach to planning and a commitment to the concept of Continuous Improvement (CI) are also required. Concerning acceptance of change, colleges must recognize that just as the needs of students change, so too must the college change to meet those needs. With respect to a focus on clients, colleges must recognize that failing to focus on customers can put a college out of business. Lacking competition for clients, geographically isolated colleges must make a special effort to focus on customer needs. A disciplined approach to planning includes developing a vision of the college covering a 3- to 5-year period. Following development of a vision, a planning group can begin formulating a plan for the college. This group should develop a concise mission statement, a set of institutional values, and a list of critical processes which the college utilizes to achieve its purpose. Using one of seven management planning tools, the critical processes can then be reduced to "breakthrough" objectives which the institution will include as part of the college plan. Finally, colleges must adapt the CI concept, which assumes that no matter how well a college is meeting the needs of its customers, there is always room for improvement. Extensive flow charts, illustrations, and tables are included. (PAA)
Publication Type: Opinion Papers; Speeches/Meeting Papers
Education Level: N/A
Authoring Institution: N/A
Identifiers: Continuous Improvement
Note: Paper presented at the Annual Summer Institute on Community College Effectiveness and Student Success (4th, Vail, CO, June 21-24, 1992).