Abstract
Based on an extensive review of literature on total quality management (TQM) in higher education, proposes a specific definition of “customer” and develops a comprehensive TQM model that comprises eight steps. The definition of “customer” and the TQM model developed can serve as a basic foundation for colleges and universities to follow when implementing TQM at their respective institutions. Recommends a list of things to do and problems to look for when implementing a TQM project.
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