Implementing Total Quality Management in the Classroom by Means of Student Satisfaction Guarantees

Total Quality Management and Business Excellence

Volumn 15, Issue 2, 2004, Pages 235-254

  Lawrence, John J ^a   McCollough, Michael A ^a  

^a UNIVERSITY OF IDAHO   (United States)

Author keywords

Continuous improvement; Education; Service guarantees; TQM

Indexed keywords

EID: 0842329051     PISSN: 14783363     EISSN: None     Source Type: Journal    
DOI: 10.1080/1478336032000149063     Document Type: Review

References (27)

1. Aly, N. & Akpovi, J. (2001) Total quality management in California public higher education, Quality Assurance in Education, 9(3), pp. 127-131.
2. Babbar, S. (1996) Applying total quality management to educational instruction: a case study from a US public university, International Journal of Public Sector Management, 8(7), pp. 35-55.
3. Barnard, J. (1999) Using total quality principles in business courses: the effect on student evaluations, Business Communication Quarterly, 62(2), pp. 61-71.
4. Bass, K., Dellana, S. & Herbert, F. (1996) Assessing the use of total quality management in the business school classroom, Journal of Education for Business, 72(4), pp. 339-343.
5. Baldrige National Quality Program (2000) Education Criteria for Performance Excellence (Gaithersburg, MD: National Institute of Standards and Technology).
6. Coate, E. (1993) The introduction of total quality management at Oregon State University, Higher Education, 25(3), pp. 302-320.
7. Durlabhji, S. G. and Fusilier, M. R. (1999) The empowered classroom: applying TQM to college teaching, Managing Service Quality, 9(2), pp. 110-115.
8. Emery, C., Kramer, T. & Tian, R. (2001) Customers vs. products: adopting an effective approach to business students, Quality Assurance in Education, 9(2), pp. 110-115.
9. Franz, R. S. (1998) Whatever you do, don't treat your students like customers, Journal of Management Education, 22(1), pp. 63-69.
10. Horine, J. E., Hailey, W A. & Rubach, L. (1993) Shaping America's future, Quality Progress, 26(10), pp. 41-51.
11. Hubbard, D. (1994) Can higher education learn from factories, Quality Progress, 27(5), pp. 93-97.
12. Kanji, G. K., bin A. Tambi, A. M. & Wallace, W. (1999) A comparative study of quality practices in higher education institutions in the U.S. and Malaysia, Total Quality Management, 10(3), pp. 357-371.
13. Koch, J. V. & Fisher, J. L. (1998) Higher education and total quality management, Total Quality Management, 9(8), pp. 659-668
14. Lozier, G. G. & Teeter, D. J. (1996) Quality improvement pursuits in American higher education, Total Quality Management, 7(2), pp. 189-201.
15. Mathews, W. E. (1993) TQM: a time for change, Journal of Quality and Participation, 16(1), pp. 102-108.
16. Mehrez, A., Weinroth, G. J. & Israeli, A. (1997) Implementing quality one class at a time, Quality Progress, 30(5), pp. 93-96.
17. McCollough, M. A. & Gremler, D. D. (1999a) Guaranteeing student satisfaction: an exercise in treating students as customers, Journal of Marketing Education, 21(2), pp. 118-130.
18. McCollough, M. A. & Gremler, D. D. (1999b) Student satisfaction guarantees: an empirical investigation of student and faculty attitudes, Marketing Education Review, 9(2), pp. 53-64.
19. Motwani, J. & Kumar, A. (1997) The need for implementing total quality management in education, The International Journal of Educational Management, 11(3), pp. 131-135.
20. Owlia, M. S. & Aspinwall, E. M. (1996) Quality in higher education: a survey, Total Quality Management, 7(2), pp. 161-171.
21. Owlia, M. S. and Aspinwall, E. M. (1997) TQM in higher education: a review, International Journal of Quality & Reliability Management, 14(5), pp. 527-543.
22. Sirvanci, M. (1996) Are students the true customers of higher education? Quality Progress, 29(10), pp. 99-102.
23. Turner, R. E. (1995) TQM in the college classroom, Quality Progress, 28(10), pp. 105-108.
24. van Ksmenade, E. & Garré, P. (2000) Teach what you preach, Quality Progress, 33(9), pp. 33-39.
25. Vazzana, G. S., Winter, J. K. & Waner, K. K. (1997) Can TQM fill a gap in higher education? Journal of Education for Business, 72(5), pp. 313-316.
26. Vazzana, G., Elfrink, J. & Bachmann, D. P. (2000) A longitudinal study of total quality management processes in business colleges, Journal of Education for Business, 76(2), pp. 69-76.
27. Wallace, J. (1999) The case for students as customers, Quality Progress, 32 (2), pp. 47-51.