Towards Total Quality Management in Higher Education at Aston University—a case study

Abstract

The theme of ‘Quality’ has been embedded in Aston University's strategic plans for long term success during a decade of change brought about by the national policy to restructure the British Higher Education system. The philosophy and techniques of Quality Management have been applied as a means of ensuring continuous improvement and progress towards Aston's mission to be a leading technological university. The strategic plan has led to major projects including academic restructuring to ensure that departments cover disciplines consistent with the mission, and the provision of a high quality support infrastructure. The plan for growth is rooted in the concepts of understanding who the ‘customers’ are, in understanding their needs and serving them well. The formation of a Quality Council has marked a further stage in the realisation of an integrated Quality Management programme. The purpose of the Council is to review the University's processes and Critical Success Factors in order to identify key areas for improvement. An extensive education and training programme has been launched and there has been experimentation with the vital Quality Management technique of ‘Quality Function Deployment’.