The systems view of quality postulates that product or service quality comes as the result of interactions between various components that comprise a production process. In view of this, most problems in the organization, like an institution of higher education, can be attributed to the system. To be effective, any quality improvement initiative…

Most critical activities in colleges and universities are driven by financial considerations. It is thus important that revenues are found to support these activities or ways identified to streamline costs. One way to cut cost is to improve the efficiency of schools to address the issue of poor quality. In this paper, the cost of poor quality in…

Many institutions of higher education are hesitant to consider themselves as customer-driven entities. Even the suggestion of the term customer can arouse many emotions, preconceptions, and misconceptions. The idea that students are partners in developing and delivering quality education threatens the historic, traditional academic role of faculty…