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Sustaining ISO 9001-based QMS in higher education: a reality?

Sustaining ISO 9001-based QMS in higher education: a reality? PurposeThe purpose of this paper is to describe how a large public university sustains its ISO 9001 quality management system (QMS) for the past 20 years. At the same time, this paper also provides a snapshot on the problems and challenges faced and overcame by the university in its quality journey.Design/methodology/approachThis is a case study and therefore it describes interventions and experiences within the university as the subject understudy.FindingsThere are four main phases of QMS that the university has undergone, namely, initiation, internalisation, alignment and improvement in the last 20 years. Critical success factors for implementing and maintaining the QMS are commitment from people, training and good communication. Some of the problems and challenges encountered have included a lack of knowledge and understanding of the processes and standards, lack of relevant skills, lack of commitment and cooperation from people, lack of resources and poor communication.Originality/valueThis paper provides insights into the world of QMS’s sustainability in a large public university that will be useful as a guide for academic managers and administrators. It also presents the issues of transitioning from the previous to the current standard experienced by the university which has not been discussed by many. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png The TQM Journal Emerald Publishing

Sustaining ISO 9001-based QMS in higher education: a reality?

Ab Wahid, Roslina
The TQM Journal , Volume 31 (4): 15 – Jul 8, 2019
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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1754-2731
DOI
10.1108/TQM-12-2018-0185
Publisher site
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Abstract

PurposeThe purpose of this paper is to describe how a large public university sustains its ISO 9001 quality management system (QMS) for the past 20 years. At the same time, this paper also provides a snapshot on the problems and challenges faced and overcame by the university in its quality journey.Design/methodology/approachThis is a case study and therefore it describes interventions and experiences within the university as the subject understudy.FindingsThere are four main phases of QMS that the university has undergone, namely, initiation, internalisation, alignment and improvement in the last 20 years. Critical success factors for implementing and maintaining the QMS are commitment from people, training and good communication. Some of the problems and challenges encountered have included a lack of knowledge and understanding of the processes and standards, lack of relevant skills, lack of commitment and cooperation from people, lack of resources and poor communication.Originality/valueThis paper provides insights into the world of QMS’s sustainability in a large public university that will be useful as a guide for academic managers and administrators. It also presents the issues of transitioning from the previous to the current standard experienced by the university which has not been discussed by many.

Journal

The TQM Journal – Emerald Publishing

Published: Jul 8, 2019

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