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Customer requirement constructs the premise for TQM in education

Customer requirement constructs the premise for TQM in education Amidst the tremendous pressures faced by educational institutions, both from internal as well as from external forces, the higher educational institutions in India, as elsewhere in the world, have begun to understand and accept the significance of customercentered philosophies, with the answer to such pressures being in delighting the customer, which is the rule for survival in the long run. Delighting the customer, is one of the core elements of total quality management TQM, which emphasizes the service relationship between an organizationinstitution and its customers. A number of success stories about incorporating TQM principles in the educational setting have been reported. In TQM, the focus is on the customer. Ultimately, the objective of TQM is to build an institution that produces products or performs services, which fulfill customer requirements, and thereby delights them. Such customer requirements thus, form the very premise for TQM. So it is important not only to identify the numerous and varied customers of the educational system, but also to identify their requirements and satisfy them. The importancedegree assigned to such requirements or their constructs may vary across customer groups and also amongst the institutions themselves. The paper presents the results of an empirical study conducted on select higher educational institutions to assess the importancedegree assigned to the various customer requirement constructs across the various internal and external customer groups. Starting with a theoretical background, an empirical study is presented with analysis and results. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Productivity and Performance Management Emerald Publishing

Customer requirement constructs the premise for TQM in education

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1741-0401
DOI
10.1108/17410400410556174
Publisher site
See Article on Publisher Site

Abstract

Amidst the tremendous pressures faced by educational institutions, both from internal as well as from external forces, the higher educational institutions in India, as elsewhere in the world, have begun to understand and accept the significance of customercentered philosophies, with the answer to such pressures being in delighting the customer, which is the rule for survival in the long run. Delighting the customer, is one of the core elements of total quality management TQM, which emphasizes the service relationship between an organizationinstitution and its customers. A number of success stories about incorporating TQM principles in the educational setting have been reported. In TQM, the focus is on the customer. Ultimately, the objective of TQM is to build an institution that produces products or performs services, which fulfill customer requirements, and thereby delights them. Such customer requirements thus, form the very premise for TQM. So it is important not only to identify the numerous and varied customers of the educational system, but also to identify their requirements and satisfy them. The importancedegree assigned to such requirements or their constructs may vary across customer groups and also amongst the institutions themselves. The paper presents the results of an empirical study conducted on select higher educational institutions to assess the importancedegree assigned to the various customer requirement constructs across the various internal and external customer groups. Starting with a theoretical background, an empirical study is presented with analysis and results.

Journal

International Journal of Productivity and Performance ManagementEmerald Publishing

Published: Sep 1, 2004

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