Use of multiple methodologies for developing a customer-oriented model of total quality management in higher education

2016 ◽  
Vol 30 (3) ◽  
pp. 326-353 ◽  
Author(s):  
Sangeeta Sahney
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Path Analysis ◽  
Educational System ◽  
Total Quality ◽  
Content Type ◽  
Internal Customers ◽  
Design Characteristics

Purpose – Educational institutes must embrace the principles of total quality management (TQM) if they seek to remain competitive, and survive and succeed in the long run. An educational institution must embrace the principles of quality management and incorporate them into all of their activities. Starting with a theoretical background, the paper outlines the results of a study conducted on both internal and external customers of the educational system, with select engineering and management institutes as foci of study. The study is an attempt toward developing an integrated customer-centric model of quality management in education, through the use of multiple methodologies so as to be able to evaluate service quality; prioritize improvement of service; and guide and develop educational services by incorporating the voice of the customer (VOC). The purpose of this paper is to establish the prioritization for improvement of service design of an educational system through incorporation of the VOC, be it internal or external customers, through the use of multiple methodologies, leading to generalization of results. Design/methodology/approach – The study uses multiple methodologies with various techniques for analysis through the application of the SERVQUAL; quality function deployment (QFD); interpretive structural modeling (ISM); and path analysis. The SERVQUAL was applied to identify the gap and determine the level of service quality. Following this, QFD, ISM and path analysis were used to identify the set of minimum design characteristics/quality components that would meet the requirements the various internal and external customers of the educational system. The QFD was used to identify the set of minimum design characteristics/quality components that meet the requirements of the various internal and external customers of the educational system. The ISM and path analysis were used to identify and prioritize the design characteristics/quality components that would meet the requirements the various internal and external customers of the educational system. Findings – The findings from the various techniques were amalgamated, and proposed as an integrated model of TQM in higher education. The study helped identify with a customer perspective, the quality components which would help design TQM for higher education institutions in India. Research limitations/implications – The paper could be useful to government bodies, funding agencies, policy makers and administrators in developing a system that could lead to satisfaction of both internal and external customers of the educational system. Originality/value – The study includes within its scope the varied customers of the educational system, namely, internal and external customers of the educational system; the internal customers being the faculty and the administrative staff, and the external customers being the students and the industry (as the employer). This is yet to be seen in other research studies. Also, the integration of the multiple tools and their application to the field of higher education in India, has not yet been made available in the literature.

Total quality management elements and results in higher education institutions

2017 ◽  
Vol 25 (2) ◽  
pp. 206-223 ◽  
Author(s):  
Evangelos Psomas ◽  
Jiju Antony
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Total Quality Management ◽  
Performance Improvement ◽  
Research Study ◽  
Higher Education Institutions ◽  
Teaching Staff ◽  
Economic Downturn ◽  
Total Quality ◽  
Content Type

Purpose The purpose of this paper is to determine the main total quality management (TQM) elements adopted and the respective results achieved by higher education institutions (HEIs) in Greece. Design/methodology/approach A research study was designed and carried out in private sector Greek HEIs. Fifteen HEIs were approached through interviews based on a structured questionnaire. The measured variables of the TQM elements and results identified in the literature were used as the questionnaire items. Descriptive statistics were applied to determine the TQM elements mostly adopted and the results achieved by the HEIs. Findings According to the findings, the TQM elements mostly adopted by the Greek HEIs concern the following: student focus, leadership and top management commitment, strategic quality planning, process management and teaching staff and employee involvement. On the other hand, the most significant results achieved by the sample HEIs concern quality performance improvement, teaching staff and employee satisfaction, operational performance improvement and the positive impact on society. Research limitations/implications The subjective data collection involved chief executive officers of a small sample of HEIs operating in a European Union country. Thus, no advanced statistical methods could be applied. Based on these limitations, future research studies are recommended. Practical implications By focusing on specific TQM elements, an HEI can develop a robust TQM model, approach business excellence, which can, in turn, help the HEI apply for appropriate quality awards, and finally derive significant benefits. In doing so, an HEI can lay the foundations for being competitive in the current global context that is characterised by an economic downturn. Originality/value This study contributes to the literature by empirically determining the TQM elements mostly adopted as well as the respective results achieved by Greek HEIs in a period of economic downturn. This is the first research study in the field of TQM in higher education that has been carried out in Greece in a period where many service organisations, whether private or public, are making significant efforts to withstand the current downturn and achieve a sustainable growth.

A literature review on total quality management (models, frameworks, and tools and techniques) in higher education

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Naga Vamsi Krishna Jasti ◽  
V. Venkateswaran ◽  
Srinivas Kota ◽  
Kuldip Singh Sangwan
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Literature Review ◽  
Total Quality Management ◽  
The Body ◽  
Total Quality ◽  
Research Methodologies ◽  
Content Type ◽  
The Usa ◽  
Tools And Techniques

PurposeThe purpose of this paper is to analyze the evolution of total quality management (TQM) models, frameworks, and tools and techniques in higher education (HE) over the last thirty years from 1991 till 2020, based on a literature reviewDesign/methodology/approach30 articles from 52 journals were used to perform this detailed literature review. For the detailed analysis, the focus was only on articles related to TQM in higher education and specifically related to models, frameworks and tools and techniques. The study has investigated the growth of research articles, research streams, research methodologies, models and frameworks in the higher education sector and tools and techniques related to those.FindingsThis review addresses the progress and gaps in the application of TQM in HE, including the shift in global research in this area from the USA and Europe to Asia in recent years. The articles have been classified into four research methodologies and two research streams which have been reviewed in detail. The findings include reasons for multiple models/frameworks in HE proposed by researchers over the years and the importance of tools and techniques used in TQM implementation.Originality/valueThis study, which tries to bring a perspective to the main trends in TQM application to higher education wrt models, frameworks, tools and techniques over the last thirty years, is expected to add to the body of knowledge in this area and help future researchers to focus on the relevant areas identified in this paper.

An integrated framework of indices for quality management in education: a faculty perspective

2008 ◽  
Vol 20 (5) ◽  
pp. 502-519 ◽  
Author(s):  
Sangeeta Sahney ◽  
D.K. Banwet ◽  
S. Karunes
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Educational System ◽  
Employee Satisfaction ◽  
Student Perspective ◽  
Extensive Literature ◽  
Validity And Reliability ◽  
Content Type ◽  
Integrated Framework ◽  
Internal Customers

PurposeEducation is becoming much more of a “product” with varying customers and stakeholders. There are huge pressures to become more accountable and responsive to customer needs, and educational institutions need to become more efficient, effective and customer‐centric. Quality is fast emerging as a theme that is rapidly spreading within the higher education institutions. However, the emphasis has been essentially an external customer's perspective, i.e. an employer or a student perspective. The internal customer's perspective has generally been ignored. This study aims to examine faculty's, i.e. an internal customer's, perspective about quality systems in higher education.Design/methodology/approachThe study undertaken is exploratory and diagnostic in nature, aimed at identifying the set of minimum design characteristics/quality components that would meet the requirements of the faculty. An extensive literature review led to identification of variables that were pilot tested for validity and reliability. The empirical study was conducted across engineering and management institutions in and around Delhi, India, imparting graduate and post‐graduate professional degrees/diplomas with the sample comprising the faculty. Multiple tools and techniques were used to quantitatively and qualitatively arrive at a synthesized and integrated model of quality management in education.FindingsBased on the analysis of data through quantitative and qualitative tools, the study helped in the identification of quality components, which, if adopted and implemented, could lead to satisfaction of the faculty.Practical implicationsEmployee satisfaction is a major driver towards adoption of a customer centric philosophy by any organization and the educational system is no exception. Every organization should consider the requirements of their employees and initiate measures to meet them so as to cultivate employee satisfaction.Originality/valueWhile quality management in higher education has been a focus of research all over the world, the vast array of literature illustrates that research has essentially focused on the external customer of the educational system. The study was conducted with the objective of obtaining an internal customers' perspective by focusing on the faculty and proposing an integrated framework for quality management in education.

scholarly journals Transnational education and total quality management: a stakeholder-centred model

2017 ◽  
Vol 36 (3) ◽  
pp. 376-389 ◽  
Author(s):  
S.M. Riad Shams
Keyword(s):  
Higher Education ◽  
Quality Assurance ◽  
Quality Management ◽  
Total Quality Management ◽  
Future Research ◽  
Transnational Education ◽  
Total Quality ◽  
Content Type ◽  
Stakeholder Relationships ◽  
Stakeholder Orientation

Purpose Quality assurance is a key concern in higher education, which is more complex in offshore transnational education (TNE), compared to onshore provision of education service. However, higher education quality assurance is an established research domain; there is very limited work on the efficacy of industry-based total quality management (TQM) considerations to uphold quality in higher education, particularly in TNE. From this context, the purpose of this paper is to develop new insights in this under-researched area. Design/methodology/approach An inductive constructivist approach is followed to analyse extant scholarly views in relevant disciplinary areas to develop new insights, in relation to the significance of industry-based TQM in TNEs’ quality assurance. Findings Stakeholder orientation is recognised, as a significant consideration to uphold quality in TNE. Different stakeholders are identified, who would have substantial influence on TNEs’ TQM. How these stakeholders could influence the TQM process is clarified. Some empirical insights are also developed, in support of the arguments of the paper. Practical implications These insights will be useful for education administrators to better align their stakeholder relationships to underpin TQM. Academics will be able to use these insights as a basis for future research towards the significance of industry-based TQM in higher education. Originality/value Based on a stakeholder-focussed TNE TQM model, the findings represent an innovative strategic direction towards a better understanding of the significance of stakeholder relationships, pertaining to TQM in the contemporary higher education system.

Total Quality Management in higher education: a literature review on barriers, customers and accreditation

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Naga Vamsi Krishna Jasti ◽  
V. Venkateswaran ◽  
Srinivas Kota
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Literature Review ◽  
Total Quality Management ◽  
The Body ◽  
Total Quality ◽  
Model Framework ◽  
Content Type ◽  
Body Of Knowledge ◽  
The Impact

PurposeThe purpose of this paper is to analyze the evolution of Total Quality Management (TQM) in terms of barriers, customers and accreditation in higher education (HE) over the last three decades (1991–2020) using literature review to establish the current state.Design/methodology/approachA total of 137 articles across 55 journals were consolidated for this review specifically focused on TQM (barriers, customers and accreditation) in HE. The investigations were carried out to identify the chronological growth of articles, research streams and methodologies. The articles were classified based on four research approaches and three research streams which have been reviewed in detail.FindingsConsidering the rapid growth in the HE sector and the concerns over reduction in quality of education especially in developing countries, the importance of TQM in HE is immense. The findings include identification of the barriers to successful TQM implementation, the need for alignment of TQM objectives of higher educational institutions (HEIs) and identified target customer(s) with the selected model/framework and the impact of accreditation/certification in the attainment of TQM.Originality/valueThis study which tries to bring a perspective to the main trends in TQM application to HE with respect to barriers, customers and accreditation over the last three decades is expected to add to the body of knowledge in this area and help future researchers to focus on the relevant areas identified in this paper.

scholarly journals From quality control to TQM, service quality and service sciences: a 30-year review of TQM literature

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chi-Kuang Chen ◽  
Lidia Reyes ◽  
Jens Dahlgaard ◽  
Su Mi Dahlgaard-Park
Keyword(s):  
Quality Control ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Total Quality ◽  
Content Type ◽  
Research Publications ◽  
Business Excellence ◽  
Culture Characteristics ◽  
Key Terms

Purpose This paper aims to review total quality management (TQM) literature in the past three decades to identify the quality related key terms, to analyse their linkage among the identified key terms and their developmental trends. Design/methodology/approach Bibliometric and statistical methods are used to analyse article titles published in the Total Quality and Business Excellence journal during 1990–2019. The current research is based on a search from the ProQuest academic database and the journal’s website, resulting in 2,452 articles collected. The VOSviewer and Microsoft Excel were then used for the analyses. Findings A total of 52 key terms were extracted from the journal’s 2,452 article titles, the top three key terms in terms of occurrences were “quality,” “total quality management” and “service quality.” Five themes were then proposed from clustering the 52 key terms: “frameworks/models,” “essentials/enablers,” “methods/techniques,” “culture/characteristics” and “effects/results.” Trend analyses were also conducted regarding the five themes in an attempt to highlight the patterns of research publications from 1990 to 2019. It is found that the research publications for “essentials/enablers,” “methods and techniques” and “effects/results” have steadily increased during the analysis period, while “frameworks/models” and “culture/characteristic” have slightly decreased. These insights provide implication for the historical evolution of quality from “quality control,” “total quality management” and “service quality,” combining with the development of “service sciences.” Originality/value This paper highlights the concept of quality since its meaning has changed and evolved over time from quality control, TQM to service quality. And it is emerging in the present and future development of service sciences because of both of TQM and service sciences having the same nature of multidisciplinary background and characteristics. Also the authors can conclude that quality and service sciences are in fact two sides of the same coin because both of them having the same duality of “tangible-intangible” and “physical-virtual” faces which are the important topics that TQM should focus on.

scholarly journals PERAN KUALITAS PELAYANAN DALAM MEMEDIASI PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KEPUASAN KONSUMEN PADA SEPEDA BALI TOUR

2019 ◽  
Vol 8 (5) ◽  
pp. 3247
Author(s):  
I Gede Bayu Mertha Segara ◽  
Gede Merta Sudiartha
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Total Quality Management ◽  
Path Analysis ◽  
Consumer Satisfaction ◽  
Company Performance ◽  
Total Quality ◽  
Beta Coefficient

Business competition is getting tighter and the changing needs of consumers make companies must always be able to provide satisfaction to consumers in order to be able to compete with competitors. The application of total quality management can improve company performance in providing satisfaction to consumers. In addition, by providing good quality service to consumers, it will give more greater satisfaction on consumers. The purpose of this study was to determine the role of service quality in mediating the effect of total quality management on customer satisfaction. This research was conducted at Sepeda Bali Tour, with the number of respondents being 200 consumers of Sepeda Bali Tour. The method used is nonprobability sampling, especially purposive sampling with data analysis techniques using path analysis and sobel test. Based on the results of the analysis carried out the results show that service quality variables are able to mediate the effect of applying total quality management on customer satisfaction. The path analysis test shows that the direct effect of the total quality management variable on customer satisfaction has a beta coefficient of 0.386 while the indirect effect mediated by service quality shows a beta coefficient of 0.489. While the results of the sobel test obtained a calculated Z value of 12.0123 which is greater than 1.96 (Z count 12.0127> 1.96) which means that service quality is able to mediate total quality management on customer satisfaction Keyword :                total quality management (tqm), service quality, consumer satisfaction

PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA PERUSAHAAN MELALUI PERILAKU PRODUKTIF KARYAWAN PADA PT. TOMORROW’S ANTIQUES INDONESIA

2019 ◽  
Vol 1 (2) ◽  
pp. 1-20
Author(s):  
I Wayan Suartina ◽  
Ni Nyoman Adityarini Abiyoga Vena Swara ◽  
Ni Luh Sri Astiti
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Path Analysis ◽  
Quantitative Method ◽  
Descriptive Analysis ◽  
Company Performance ◽  
Total Quality ◽  
Analysis Technique ◽  
Z Value

This study aims to determine the effect of Total Quality Management (TQM) on employee productive behavior and company performance at PT. Tomorrow’s Antiques Indonesia. This study uses a quantitative method with a sample of 104 employees. Data was collected by observation, interviews, documentation, literature, and questionnaires. The analysis technique used descriptive analysis, path analysis (analysis path), and sobell test. The results of the total quality management (TQM) research have a positive and significant effect on employee productive behaviour at PT. Tomorrow's Antiques with coefficient of 0.986 and a sig value of 0.00 <0.05; employee productive behavior has a positive and significant effect on company performance at PT. Tomorrow's Antiques with coefficient of 0.606 and a sig value of 0.00 <0.05; total quality management (TQM) has a positive and significant effect on company performance at PT. Tomorrow's Antiques with coefficient of 0.396 and a sig value of 0.00 <0.05, and employee productive behaviour can mediate the effect of total quality management (TQM) on company performance at PT. Tomorrow's Antiques with Z value (17,311) > Z table (1,96).

Critical success factors for total quality management implementation and implications for sustainable academic libraries

2020 ◽  
Vol 41 (6/7) ◽  
pp. 545-563
Author(s):  
Edward Asante ◽  
Patrick Ngulube
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Academic Libraries ◽  
Critical Success Factors ◽  
Success Factors ◽  
Total Quality ◽  
University Libraries ◽  
Content Type ◽  
Critical Success ◽  
Technical University

PurposeThe purpose of this study is to investigate the critical success factors for total quality management implementation and implications for sustainable academic libraries in Ghana. This study is part of a PhD project that focussed on selected technical university libraries in Ghana.Design/methodology/approachThis study adopted a quantitative approach to collect the data. Samples of 124 participants were involved in this study. PLS-SEM (Smart PLS3) software was used to analyse the data. Convergent, discriminant validity assessment was computed. Eight variables of critical success factors were tested in relation to total quality management implementation at selected academic libraries in Ghana.FindingsThis study established that out of the eight variables tested, six of them (i.e. top management commitment, employee innovation employee training, organisational culture, teamwork and effective communication, quality performance) indicated a significant positive relationship with total quality management implementation apart from strategic planning and human resource management.Research limitations/implicationsThis study was limited to eight variables as the critical success factors mentioned in the previous paragraph. The use of one methodology might be a limitation as the use of multimethod might have given a more comprehensive picture than the case. This study was limited to only technical university libraries in Ghana hence caution must be exercised when applying the results to contextually different academic environments. The results are applicable to academic universities library in Ghana and beyond if they are adjusted to suit the context.Practical implicationsThis study is timely as it may lead to effective total quality management implementation and the sustainability of technical university libraries in Ghana and Africa in general.Originality/valueThe proposed model can be used to enhance the smooth implementation of total quality management in academic libraries in general and Ghana in particular. The framework is termed as Eddie and Pat's Achievement of Quality Performance (EPAfQP) model.

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