Total quality management in higher education: Myths and realities

Summary

This paper has addressed a number of issues inherent in the adoption of the principles of TQM by the HE sector. It has not set out to provide all the answers but has intended to stimulate discussion and to suggest possible approaches. Where applicable, it has used South Bank University’s experience as a case study. Issues have been addressed in terms of popular misconceptions in TQM along with suggested approaches thought to be more realistic.

The conclusion is that TQM has much to offer HE but that it is not just a case of translating BS5750 from a product-based to a service-based system. Sensible application of TQM principles in HE in order to show a realistic improvement will take time, commitment and considerable investment by top management. In my view the starting point should be a better understanding of customer needs, which can then be addressed through a process of service quality improvement which permeates the organisational structure.