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ERIC Number: ED373636
Record Type: Non-Journal
Publication Date: 1994-May
Pages: 22
Abstractor: N/A
Reference Count: N/A
Total Quality Management on Campus: Pipe Dream or New Paradigm? AIR 1994 Annual Forum Paper.
Freed, Jann E.; And Others
This study looked at how Total Quality Management (TQM) is being adopted in institutions of higher education. A questionnaire was developed seeking information on: (1) leadership of the TQM movement and timing of events; (2) the training, educating, and informing of employees; (3) specific areas using TQM and the specific statistical tools being used; and (4) benefits realized and frustrations experienced in the adoption process. About 50 percent of 414 institutions responded to the survey. Preliminary results indicated that 77 percent of respondents indicated that TQM is being adopted on their campuses, of which 85 percent had adopted TQM in 1990 or later. Within institutions, the support staff most frequently receive training (90 percent), followed by administration (85 percent), and faculty (68 percent). The areas most likely to be using TQM were top-level administration, registration, physical plant, admission, and accounting. The top ranked statistical tools used in the TQM process were flow charts, cause-and-effect diagrams, and nominal group process. In business and engineering schools a majority of respondents indicated that TQM is being taught but far fewer reported that TQM is being practiced. Improved communication and customer satisfaction were cited by 65 percent of respondents as key benefits of TQM while perceptions of TQM as a fad and time consuming were cited as major frustrations. (Contains 24 references.) (JB)
Publication Type: Reports - Research; Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A