Total Quality in Higher Education

The authors of this text discuss the implementation of total quality management in higher education.

1. Why Total Quality?
The Environment of Higher Education
Total Quality as an Opportunity
Some Caveats
Articles:
Applying TQM Principles in the Classroom (Robert S. Winter)
Quality Improvement in Teaching (Sushil K. Gupta)
List of Higher Education Institutions Involved in Total Quality
2. Overview of Total Quality
What is Total Quality
Understanding the Concept of Total
Defining Total Quality
The concept of Control
Total Quality as a System
Overview of the Social System
The Technical System
The Management System
The House of Total Quality
History of Total Quality
In the Beginning
Introduction of Interchangeable Parts and Division of Labor
The First Control Limits
Defective Parts Inspection
Statistical Theory
Scientific Management and Taylorism
Walter Shewhart-The Founding Father
Origins of Deming
Post World War II
The Other "Gurus" Arrive
ISO 9000 and the Total Quality Movement
3. The House of Quality
Systems and Total Quality
The Social System
The Technical System
The Managerial System
The Pillars of Quality
Serving the Customer (The First Pillar)
Continuous Improvement (The Second Pillar)
Managing with Facts (The Third Pillar)
Respect for People (The Fourth Pillar)
The Foundation and Cornerstones
4. Strategy Management
Setting and Maintaining Direction
Leadership-The First Function for Quality Implementation
Identifying the Mission-The Second Function for Quality Implementation
Creating a Vision-The Third Function for Quality Implementation
Organizational Culture-The Fourth Function for Quality Implementation
Establishing Goals and Objectives-The Fifth Function for Quality Implementation
Case Study: Application of Strategy Management at Oregon State University
Mission Statement, Vision, Cultural Transformation, and Goals and Objectives
5. Process Management
Implementing Process Management
The Culture of Process Management
Case Study: Application of Process Management at Oregon State University
Article: Overview: The Quality Movement's Challenge to Education (Ron Brandt)
6. Project Management/Team Management
The Central Role of Teams in Quality Improvement
Four Types of Teams
Team Development
Project Management
Effective Projects = Effective Teams
Case Study: Application of Project Management and Team Management at Oregon State University
7. Individual and Task Management
Respect for People
Personal Improvement
Step 1: Create a Personal Vision
Step 2: Write a Mission Statement
Step 3: Develop Operational Objectives
Step 4 and 5: Implement Projects and Tasks
Implementing a Personal Plan-Six Examples
Case Study:Application of Personal Management and Task Management at Oregon State University
8. Implementation: The Transforming Process
Guidelines for Implementation
Developing an Implementation Plan
Case Study: Application of the TQM Implementation Plan at Oregon State University
Beginning Total Quality on the Academic Side
Barriers to Total Quality
Will Total Quality Work in Higher Education?
Article: Meeting the Challenge to Education: An Institutional Response (College of Saint Teresa) (Randy Schenkat)
9. ISO 9000 in Training and Education: A View to the Future
Prologue: The Coming of the Global University Marketplace
Overview:
ISO 9000 Defined
Quality by Consensus
The Interrelationships between Quality Assurance and ISO 9000
Getting a Feel for ISO 9000 Integration
Fundamentals of the Quality Assurance Management System
Getting Started with ISO 9000
The Documentation Process
The Building Blocks of an ISO 9000 System for Higher Education
Implementing ISO 9000
Issues to Consider
Management Reviews for Implementation
Obtaining ISO 9000 Certification
Epilogue: The Driving Force Behind TQM
Index