How Useful is the Concept of Total Quality Management to the University of the 90s?

Abstract

Abstract The article begins by exploring the background and origins of the quality debate in the UK. It distinguishes between a Total Quality Management (TQM) approach and those based on the adoption of some kind of external standard. It goes on to explore the forces acting to encourage organisations to adopt TQM, distinguishing between those active in the public and private sectors. TQM itself is then explored in some depth; two main overarching characteristics of customer focus and cultural change are identified. The focus then shifts to analysis of the place of TQM in higher education. The analysis concludes that many of the features of TQM always have been present in higher education but it is possible that funding and managerial changes are driving institutions away from a TQM ideal. Other approaches might have as much to offer higher education as TQM.