A model for total quality management in higher education

被引：53

作者：

Asif, Muhammad ^{[1
,2
]}

Awan, Muhammad Usman ^{[2
]}

Khan, Muhammad Khalid ^{[2
]}

Ahmad, Niaz ^{[3
]}

机构：

[1] Prince Sultan Univ, Riyadh, Saudi Arabia

[2] Univ Punjab, Lahore, Pakistan

[3] Natl Text Univ, Faisalabad, Pakistan

来源：

QUALITY & QUANTITY | 2013年 / 47卷 / 04期

关键词：

Total quality management (TQM); Higher education (HE); Critical factors; Structural equation modelling; IMPLEMENTING TQM; VALIDATION; INSTRUMENT; FRAMEWORK; FIT;

D O I：

10.1007/s11135-011-9632-9

中图分类号：

C [社会科学总论];

学科分类号：

03 ; 0303 ;

摘要：

Total quality management (TQM) is widely recognised as a management philosophy for improving customer satisfaction and organisational performance. However, there is no consensus over the critical success factors of TQM, in particular, in higher education (HE) and developing countries. Literature shows mixed results on the success and applicability of TQM principles in education, thus, underlining the need to revisit the application of TQM principles in HE. This paper identifies the critical success factors of TQM in Pakistani universities. Data was collected from faculty members of universities through questionnaires. The findings reveal that 'leadership', 'vision', 'measurement and analysis', 'process control and evaluation', 'programs design and resources allocation' and 'stakeholder focus' emerge as the critical success factors of TQM in HE. The findings have implications at macro, meso, and micro levels of HE.

引用

页码：1883 / 1904

页数：22

共 52 条

[11] Measuring physical distribution service quality [J].