The introduction of Total Quality Management at Oregon State University

Abstract

Oregon State University became one of the first research universities in the United States to introduce the Total Quality Management methodology into its administrative structure in 1989. Beginning with finance and administration, quality improvement teams were introduced and achieved significant improvement in process effectiveness and efficiency. Improved quality was also achieved and measured by customer satisfaction.

TQM was expanded to all administrative areas — including student affairs, research, and faculty administration — over the next four years. TQM has also been used in curriculum development, teaching improvement, and research proposal development.

This paper describes the implementation strategy used by Oregon State University and presents some of the results achieved. Particular attention is paid to implementation barriers found in university settings.

Today, Oregon State University has over 85 process improvement teams working in both administrative and academic areas and has received many awards for its work in Total Quality Management.