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TQM at Oregon State University
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1997 MCB UP Ltd. All rights reserved.
- ISSN
- 1351-3036
- DOI
- 10.1108/14635779710174945
- Publisher site
- See Article on Publisher Site
Abstract
Based on an extensive review of literature on total quality management (TQM) in higher education, proposes a specific definition of “customer” and develops a comprehensive TQM model that comprises eight steps. The definition of “customer” and the TQM model developed can serve as a basic foundation for colleges and universities to follow when implementing TQM at their respective institutions. Recommends a list of things to do and problems to look for when implementing a TQM project.
Journal
Benchmarking for Quality Management & Technology – Emerald Publishing
Published: Jun 1, 1997
Keywords: Customers; Higher education; Implementation; Models; TQM