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Weaver, Tyler – 1992
The Japanese success story has made W. Edwards Deming's Total Quality Management (TQM) theory increasingly popular among American managers, from car manufacturers to educational leaders. TQM is based on two tenets: the primacy of customer satisfaction and the necessity of tapping nontraditional sources (especially employee ideas) to institute…
Descriptors: Administrative Principles, Educational Quality, Elementary Secondary Education, Participative Decision Making
Brown, Bettina Lankard – 2001
Changes in the economy and declining profit margins are prompting many businesses to question the value of their training investments. Companies that had been operating under the assumption that they were reaping positive benefits from their training efforts are asking their human resource managers to provide proof that their training programs are…
Descriptors: Adult Education, Corporate Education, Cost Effectiveness, Education Work Relationship
Lankard, Bettina A. – 1992
Total Quality Management (TQM) establishes business and industry standards and techniques that ensure the quality of products leaving and reaching firms through continuous actions rather than one final inspection. Deming, Juran, and Crosby, who initiated the process, share a common theme of participatory management. Management participation and…
Descriptors: Decision Making, Educational Improvement, Educational Quality, Educational Strategies
Hoyt, Kenneth B.; Maxey, James – 2000
This document reports on the major activities carried out and the major findings produced by the Counseling for High Skills Project. Using a customer satisfaction approach, data were collected from 39,940 currently enrolled students in 2,145 programs in 361 postsecondary institutions in 14 states. The study examined what kinds of persons enroll in…
Descriptors: Career Guidance, Career Planning, Job Skills, Postsecondary Education
Wood, Patricia A. – 2000
Higher education has increasingly turned to outsourcing to improve service in the face of declining resources. Outsourcing has traditionally been used to operate campus bookstores and dining services and has more recently become a legitimate option for additional campus functions, such as facilities operation, computer services, security, child…
Descriptors: Contracts, Higher Education, Privatization, School Business Relationship
Parry, Norm – 2001
Small public libraries can deliver service like big libraries, without sacrificing hometown warmth and charm. By borrowing strategies used by successful small businesses in the private sector, defining goals and exploiting low cost technologies, small public libraries can serve customer wants as well as much larger institutions. Responding to just…
Descriptors: Information Services, Library Development, Library Planning, Library Services
Howe, Robert W. – 1986
Several projects were undertaken in 1986 for the purpose of maintaining and improving the ERIC system. This report focuses on one of the projects that involved two surveys of users of the ERIC system and its products. Survey I consisted of a stratified sample of 500 ERIC Standing Order Customers (SOCs). These sites subscribe to the ERIC microfiche…
Descriptors: Feasibility Studies, Information Science, Information Services, Information Utilization
Brown, Bettina Lankard – 1999
New information technologies, changing work force demographics, rising customer expectations, transnational companies, and cost pressures are altering traditional views of what constitutes a workplace and have given rise to a new trend: the mobile worker in the flexible workplace. Two factors promote acceptance of telework or telecommuting: (1)…
Descriptors: Adult Education, Employer Employee Relationship, Employment Patterns, Flexible Working Hours