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Title: An empirical study of TQM implementation in higher education : a proposed model for GCC context
Author: Bomtaia, Khalid J. M.
Awarding Body: University of Bradford
Current Institution: University of Bradford
Date of Award: 2002
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Total Quality Management (TQM) is both a philosophy of quality and a systematic approach to modern management. It is based on various principles such as problem solving and prevention, commitment to and involvement in quality by all employees and throughout the organisation, and a culture of continuous improvement geared towards the ultimate goal of customer satisfaction and delight. TQM implementation in Higher Education (HE) has, in the last decade, become a topic of great interest. The purpose of this thesis is to explain the characteristics and identifY the Critical Success Factors (CSFs) for TQM implementation in HE for the Gulf Cooperation Council (GCC) context. It reviews the literature on TQM in general. in services and in HE. It discusses the issues of the customer, teaching and learning. and measurement in HE based on the literature. Malcolm Baldrige National Quality Award (MBNQA) 2000 criteria for education are used as a framework. namely; the MBNQA seven categories: leadership, strategic planning, students and stakeholders focus. information and analysis. faculty and staff focus, educational and support process management. and organisational performance results. The research shows that TQM can be implemented in HE. the GCC universities are in the early stages of quality movement. and the universities leadership in the Gee have awareness of the importance of improving quality in their institutions. and the willingness to pursue it. The study concludes that MBNQA is a valid and reliable framework that can be used as a tool for TQM implementation in HE with some modification to suit the university environment. Other CSFs were found which could help the implementation in the Gee. These factors are government policy. academic traditions and values, culture. office for TQM. communication. which has three elements: training and promoting, benchmarking. quality teams: and continuous improvement. It then proposes a model for TQM implementation applicable to the GCC context. with recommendations that help in its application.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available