TQM in two Canadian university settings

Abstract

In recent years colleges and universities have been subjected to increased public scrutiny and accountability. Continued cuts in university operating budgets suggest maintaining the status quo is no longer a feasible operating strategy. University Administrations and Academia are beginning to realize significant change is necessary in order to keep pace with the demands of society. Many examples of lethargic organizations unwilling or unable to listen and react to customer requirements exist, most have unhappy endings.