Managing quality in higher education: a Malaysian case study

Managing quality in higher education: a Malaysian case study With increasing competition amongst higher education institutions to attract students, "quality" has emerged as a theme to be adopted. This paper undertakes a case study of an institution, which has implemented a quality system and was the first private college in Malaysia to be awarded the ISO 9002 certification in total for all of its departments. The paper investigates the management system prior to adopting the quality system, reviews the implementation process and evaluates the effectiveness of the system on the academic departments. The paper reports findings of the study. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Educational Management Emerald Publishing

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0951-354X
DOI
10.1108/09513540310474365
Publisher site
See Article on Publisher Site

Abstract

With increasing competition amongst higher education institutions to attract students, "quality" has emerged as a theme to be adopted. This paper undertakes a case study of an institution, which has implemented a quality system and was the first private college in Malaysia to be awarded the ISO 9002 certification in total for all of its departments. The paper investigates the management system prior to adopting the quality system, reviews the implementation process and evaluates the effectiveness of the system on the academic departments. The paper reports findings of the study.

Journal

International Journal of Educational ManagementEmerald Publishing

Published: Jul 1, 2003

Keywords: Academic staff; ISO 9000; Education; Colleges; Malaysia

References

  • SERVQUAL: review, critique, research agenda
    Buttle, F.

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