Implementing Total QualityManagement in the Classroom byMeans of Student SatisfactionGuarantees

Abstract

Universities are increasingly turning to the principles of total quality management(TQM) in an attempt to improve quality and gain competitive advantage. Recentsurvey data, however, indicates that while many universities have been successfullyapplying TQM in support and administrative functions, TQM has not migrated intothe classroom to any significant extent at many of these institutions. For TQM tohave the desired impact, it must be extended to the core learning processes and beimplemented in the classroom. This paper describes how student satisfaction guaranteescan serve as a tool for implementing TQM principles in the classroom. Thepaper begins with a review of classroom-based applications of TQM. From thisreview, five basic elements are identified as comprising a classroom-based model ofTQM. The paper then describes a student satisfaction guarantee used at oneuniversity and how this guarantee facilitates the introduction of the five core TQMelements in the classroom. Surveys and focus groups from students who have takenthe guaranteed classes are used to illustrate the points made. The paper concludeswith a discussion of the value added by these guarantees in the TQM implementationprocess and the potential challenges faced in using this approach to implementingTQM in the classroom.