Open AccessA Proposed Measurement Instruments for Total Quality Management Practices in Higher Education Institutions
Author(s) -
Kamarul Bahari Yaakub,
Norsamsinar Samsudin,
Jessnor Elmy Mat Jizat,
Azita Yonus Ahmad
Publication year - 2019
Publication title -
research in world economy
Language(s) - English
Resource type - Journals
eISSN - 1923-399X
pISSN - 1923-3981
DOI - 10.5430/rwe.v10n5p36
Subject(s) - total quality management , benchmarking , business , quality management , customer satisfaction , context (archaeology) , process management , general partnership , quality (philosophy) , performance measurement , higher education , knowledge management , service (business) , marketing , computer science , paleontology , philosophy , finance , epistemology , political science , law , biology
The purpose of this paper is to provide a comprehensive Total Quality Management (TQM) practices measurement instruments in Higher Education Institutions (HEIs) based on previous studies. HEIs just like other industries are facing challenges in order to survive. Today, quality has become important and a must for every marketable product or service due to the business world becomes more and more complex and competitive. In this context as a management process, TQM has been accepted to cope with the changes in market environment and to focus on continuous quality improvement. Many authors believed that the principles of TQM can contribute to the continuous improvement of HEIs. This paper provides a measurement instruments for TQM practices that emphasis on continuous improvements for quality measurement in HEIs. This instrument is based on a comprehensive study of previous studies of TQM practice measurement in education. Analysis focuses on customer orientation, continuous improvement, and employee engagement at all levels. This paper proposed nine dimensional measurement instruments that can be used as self-assessment in HEI. These nine dimensions are: leadership or top management commitment; strategic planning; customer focus and satisfaction; measurement, analysis, and knowledge management; human resources management; system and management processes; course delivery; campus facilities; and benchmarking and partnership. Measurement instruments were selected based on number of dimensions used from previous study and customers’ perception on dimensions of quality, their rating of importance and their overall evaluation of the service provider.