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ERIC Number: ED462882
Record Type: Non-Journal
Publication Date: 1999
Pages: 23
Abstractor: N/A
Reference Count: N/A
Total Quality Management in Higher Education: Lessons Learned from an Information Technology Office.
Munoz, Marco A.
This research investigated the application of Total Quality Management (TQM) in the Information Technology Office (IT) of the University of Louisville since fall 1992. The study includes a detailed literature review of the relationship between TQM and higher education institutions. It is a qualitative analysis, involving a research methodology of interviews (with the Assistant Vice President of IT and two Quality Council Team members), document analyses, and participant observation at a Quality Council meeting. The results show that TQM is making a difference in the management style of IT, and in this sense, in the University of Louisville and higher education institutions as a whole. TQM has helped in flattening the organization of IT, establishing feedback processes, and trying to improve services to customers continuously. For the implementation process, TQM requires clear objectives, strategies, and actions, as well as the understanding of the difficulties that come from a style of management that differs in many ways from the traditional style of managing. TQM is a tool of administration that has a future in institutions of higher learning. (Contains 19 references.) (Author/SLD)
Publication Type: Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A