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A TOTAL QUALITY APPROACH TO HIGHER EDUCATION

Julie K. McBride Southern Illinois University

Introduction

In recent years, attention has turned towards implementing quality programs in educational institutions, from grammar school through higher education. The driving force behind this need to update school systems is the increasingly difficult time school administrators are having maintaining adequate budgets. In terms of university systems, one solution is to attract more students. However, students today have more knowledge about the university systems as a whole, and have the ability to conduct extensive research regarding the university’s ranking and reputation, as well as many pros and cons of the institution. Therefore, university systems find themselves in a more competitive position than ever. This competitive stance places universities in a position similar to businesses, which must achieve customer satisfaction or face closure.

A growing emphasis is being placed on implementing quality practices in education. Quality standards in education, such as the ISO9000: 2000 Z-1.11 guidelines and the Malcolm Baldrige Education Criteria for Performance Excellence are beneficial in that they provide a quality framework for higher education institutions.

Under ISO 9000:2000 revisions, guidelines for the application of ANSI/ASQC Q9001 or Q9002 to education and training institutions are being developed. These guidelines are provided in Z- 1.11, which serves two related purposes. First, to provide education and training institutions with the benefits of nationally accepted guideline standards of quality assurance and quality management practices contained in the American National Standards Institute and the American Society for Quality Control Q9000 series. The second purpose is to improve communication between education or training institutions and their registrars as they prepare to register to Q9001 or Q9002.

The Malcolm Baldrige Education Criteria for Performance Excellence has been built upon the seven-part framework used in the Business Criteria for Performance Excellence. This adaptation to education is largely a translation of the language and basic concepts of business excellence to similarly important concepts in education excellence.

Performance excellence criteria for education are the basis for organizational self-assessments, for

“Proceedings of the 2003 American Society for Engineering Education Annual Conference & Exposition Copyright © 2003, American Society for Engineering Education”

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McBride, J. (2003, June), A Total Quality Approach To Higher Education Paper presented at 2003 Annual Conference, Nashville, Tennessee. 10.18260/1-2--12193