Dissertations / Theses: 'Total quality management in higher education – Botswana'

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Tobedza, Asalepele. "Quality management strategies for technical and vocational education and training institutions in Botswana." Thesis, Cape Peninsula University of Technology, 2011. http://hdl.handle.net/20.500.11838/2223.

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Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2011. Education is undoubtedly of great significance to everyone, and as a consequence countries are working hard to ensure that their educational systems are responsive to their socio-economic needs. In search for competitive advantage, institutes of higher learning throughout the world are focussing their attention in ensuring the provision of quality academic programmes. Botswana's public technical colleges are no exception. In recent years, the government of Botswana through Department of Technical and Vocational Education and Training (DTVET) has stepped up its efforts to expand and transform technical and vocational education in that country. In spite of these investments, studies show that the quality of training is still a serious concern. This study aims to explore the extent to which the Botswana institutions implement quality management systems. Critical areas and attributes where institutions should focus their efforts in relation to quality are explored. To achieve the objective of the study, both qualitative and quantitative research methodologies were used. The case study research method was employed to investigate issues which have affected the capacity of the institutions to implement quality management systems. Data was gathered from students, teachers and the college management team members by means of a self-administered questionnaire. This study hopes to contribute to the existing body of knowledge by providing insights into the implementation of quality management systems in the training institutions in Botswana.

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Tambi, Abdul Malek. "Total quality management in higher education : modelling critical success factors." Thesis, Sheffield Hallam University, 2000. http://shura.shu.ac.uk/20420/.

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The research is aimed at determining the extent of TQM implementations in higher education institutions in the United States, United Kingdom, and Malaysia, uncovering common TQM critical success factors among the institutions, developing a generic and holistic TQM model for higher education institutions that incorporates the factors, measuring the performance of those factors and their contribution towards organisational excellence, and developing a mechanism for improving them. The research was conducted in three stages: exploratory study, descriptive, and empirical research. The exploratory study involves a literature review for searching structural TQM models that measure TQM essential elements. A criteria of modelling has been proposed for model selection. Based on this criteria, the Pyramid Model (Kanji, 1996) has been selected as a tentative model for further analysis. Further justification for selecting this model was provide by comparing it with the philosophical and system dimensions of TQM (Kanji, Morris & Haigh, 1993), ideas about TQM provided by major TQM contributors, and Hackman and Wageman's perspective of TQM philosophy (Hackman & Wageman, 1995).The descriptive study involved a questionnaire survey of higher education institutions in the U.S., U.K., and Malaysia. The survey result provided information on the extent of TQM implementations in those countries and indicated that the performance of TQM institutions are better then non-TQM institutions. It has also indicated that many higher education institutions in the three countries practiced the elements of the Pyramid Model. In the present research, the model's elements are regarded as critical success factors --- those few things that must go well to ensure the success of a manager or an organisation (Boynton & Zmud, 1984). The empirical research involved subjecting the Business Excellence Model to a structural analysis based on Partial Least Squares method by Wold (1980). Here, an iniital measurement instrument was developed to measure the model's constructs using multi-item rating scales. An iterative procedure retained only those items that were common and relevant to the higher education institutions in each sample. The final measurement scales had high values of Cronbach reliability coefficient. The model was found to be valid based on the result of %2 goodness-of-fit test and values of indices proposed by Bentler (1995).A mathematical equation that takes into account the mean scores and values of "outer coefficients" (strength of causal connections between items and constructs) was used to compute performance indices for the critical success factors and business excellence. The structural analysis produced "inner coefficients" that represent the strength of causal connections between the model's independent and dependent variables (constructs). These coefficients were used to determine the unit contributions of each construct toward business excellence. An improvement method that made use of the unit contributions had been developed to improve the values of critical success factor and business excellence. The method applied an algorithm that determined an optimal mix of critical success factors requiring improvements and made the improvements to the factors to achieve a desired business excellence target level. The Business Excellence Model has several notable strengths: simple; systematic; generic; robust; analytical; objective; critical and logical; and predictive.

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Chalkley, Simon Timothy. "Student-centred quality improvement systems in manufacturing engineering higher education." Thesis, Brunel University, 1996. http://bura.brunel.ac.uk/handle/2438/5435.

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Recent changes within British higher education have led to a refocus as to the purpose of such education. This movement has been particularly noticeable in the engineering disciplines. These changes have involved a move towards a more 'transformational' objective, where the emphasis is on the development of the full range of learning abilities within a student coupled with an external, or 'real world', orientation. To develop such learning abilities requires specific educational approaches that are based on student-centred processes and the preparation for lifelong learning. This new purpose, and its inherent educational methods, has implications for the type of quality improvement systems adopted. Robust approaches developed in manufacturing industries have been identified, and the thesis argues that quality systems based on developments in these industries can be used in higher education to create a culture that engenders this positive learning approach. This involves a move away from passive, quantitative quality monitoring systems that focus on the 'product' of learning, and move towards more qualitative, active and dynamic department-wide quality improvement systems that focus on the developmental 'process'. Traditional methods of addressing quality in higher education departments can be seen to focus on rudimentary control mechanisms, where action is post-process and reactive, and where the feedback loop often not closed, i.e. preventative and corrective actions, when identified, are not initiated. Such approaches add very little to the purpose of higher education (i.e. developing the range of 'transformational' learning abilities), as there is an overemphasis on evaluation and not enough emphasis on enhancement, development and preparation for continuous learning. The main thesis, therefore, links learning theory to quality theory, via the concepts of development cycles, lifelong learning and continuous improvement. To ascertain the validity of the theses required a research methodology that was based on an in-depth longitudinal action/applied research case study. The research involved a three and a half year study of the quality improvement systems of a manufacturing engineering department of a British university. The research introduced and investigated a strategy that would result in a move from the 'post-process/passive' student involvement to 'in-process/ active'. The case study found that the thesis was valid, in that particular students and members of staff adopted the quality improvement system (i.e. a change in observable behaviour). The contribution to knowledge involves the examination of the interaction between departmental culture and systems, where a 'cultural shift' is necessary involving (i) a change in the role of the undergraduate student (i.e. from passive members in the process, to central participants in the creation and improvement of quality), and (ii) a change in the focus of quality (i.e. from checking that learning was taken place, to promoting and preparing students for lifelong learning).

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Bartell, Nancy O. "Implementing Total Quality Management in Business and Academe: A Case Study." Digital Commons @ East Tennessee State University, 1996. https://dc.etsu.edu/etd/2635.

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Total quality management (TQM) is a philosophy and process that has been successfully implemented in many business firms. Other organizations, including institutions of higher education, have become increasingly interested in adopting it. It is likely that facilitators need to be cognizant of organizational differences and adjust facilitation methods and strategies accordingly. This dissertation is an exploratory study designed to examine the role of the TQM facilitator in diverse settings. Specifically, the study is an in-depth two-case research study of TQM implementation in an international manufacturing firm and a regional institution of higher education. The primary foci of this dissertation are to (1) investigate differences in context and processes of each organization, (2) compare implementation events, (3) examine the facilitator's role at various stages of TQM implementation, and (4) identify barriers involved with TQM implementation in each organization. Conclusions of the study are that the facilitators' level of involvement in TQM implementation varied over time and at different stages of team development. Facilitators at the manufacturing firm used TQM tools and techniques more frequently than did facilitators in the academic setting. Lastly, outside facilitators had to adjust language, stories, and examples in the academic setting. They also relied heavily on an internal steering committee to plan agendas and assess the degree of acceptance by those involved in early stages of implementation.

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Almeida, Joao Carlos. "Strategic issues in lean construction and the higher education construction market sector." Link to electronic thesis, 2003. http://www.wpi.edu/Pubs/ETD/Available/etd-0220103-154015.

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Couch, Gene C. "A Measurement of Total Quality Management in Selected North Carolina Community Colleges." Digital Commons @ East Tennessee State University, 1997. https://dc.etsu.edu/etd/2898.

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Many of the colleges in the North Carolina Community College System have embarked on a "quality" journey to continuously improve the educational programs and services that they provide to their communities. The primary focus of this study was to determine the level of Total Quality Management (TQM) principles implemented in selected North Carolina community colleges and to determine if there was a difference in the perception of its implementation between administrators and faculty. Additionally, this study examined the influence of the following variables on the implementation of TQM in selected North Carolina community colleges: personal factors (age, gender, ethnicity, and length of employment) and organizational factors (length of institutional involvement in TQM, institutional service area, institutional size, and institutional participation in the Carolina Quality Consortium). Furthermore, the study also gathered data about the positive and negative outcomes as a result of TQM/quality. Data for this study were obtained from a survey instrument that was based on the Malcolm Baldridge National Quality Award. The survey instrument was mailed to eight full-time administrators and eight full-time faculty members from 29 North Carolina community colleges. Twenty of the institutions belonged to the Carolina Quality Consortium. The remaining institutions represented a convenient sample of the 36 North Carolina community colleges that were not members of the Carolina Quality Consortium. Four hundred sixty-four surveys were mailed and 368 were returned. The overall percentage of survey return was 79.3. The Statistical Package for the Social Sciences (SPSS) was used for the analysis of data. An alpha level of.05 was used for all statistical tests. The major conclusions were: (1) there are different levels of TQM implementation among! the community colleges identified in this study, (2) there is a difference between the perception of TQM between administrators and faculty members, (3) the length of employment at the institution is a factor in the perception of the implementation of TQM, (4) age, gender, and ethnicity are not factors on the perceptions of the implementation of TQM, (5) the length of involvement in TQM, the service area, the size of the institution, and participation in the Carolina Quality Consortium are not factors on the overall quality ratings, (6) the positive outcomes perceived as having resulted from TQM/quality initiatives included improved communication, improved support systems, customer service, and increased involvement in planning and decision-making, and (7) the negative outcomes perceived as having resulted from TQM/quality were incongruence in philosophy and practice, too much time wasted, work overloads, and endless paperwork.

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Nadali, Najafabadi Hossein, Sanaz Sadeghi, and Pouya Habibzadeh. "Total Quality Management in Higher Education Case Study : Quality in Practice at University College of Borås." Thesis, Högskolan i Borås, Institutionen Ingenjörshögskolan, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-18887.

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The overall objective of this thesis work is to highlight the general principles of TQM involvedand to point out how this approach has been and can be used to improve the quality of anacademic institution. This work has been specified for higher education of University College ofBorås, and it will cover the whole of institution, administrative structure, rather than academicarea, specific program, department, or services.This objective is conducted towards an evaluation and assessment of the current quality work ofthis university. In fact, the way in which this university is working with quality issues now, willbe compared with a TQM approach and the weaknesses and strengthens of the quality work ofthis institution will be recognized.After reviewing the current situation of this university college in the context of quality andidentifying possible existing problems, the authors will offer some recommendations andsuggestions for improvement. For this purpose, in the theoretical frame of reference, a specificTQM approach will be developed and some detail descriptions of terms involved in thisapproach will be reviewed.In order to reach to the objectives of this thesis work, researcher will use primary data in theform of interviews, and secondary data from literatures, scientific articles, and books andWebPages. In addition, the researchers will use abduction methodology within this research.In conclusion, authors are aim to provide a complete documentation in its kind in the field ofquality and Total Quality Management, which can facilitate this university college to improvethe quality of its higher education. Uppsatsnivå: D

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Hergüner, Gülten. "Total quality management in English language teaching : a case study in Turkish higher education." Thesis, Aston University, 1995. http://publications.aston.ac.uk/14857/.

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The need to improve the management of language learning organizations in the light of the trend toward mass higher education and of the use of English as a world language was the starting point of this thesis. The thesis aims to assess the relevance, adequacy and the relative success of Total Quality Management (TQM) as a management philosophy. Taking this empirical evidence a TQM-oriented management project in a Turkish Higher Education context, the thesis observes the consequences of a change of organizational culture, with specific reference to teachers' attitudes towards management. Both qualitative and quantitative devices are employed to plot change and the value of these devices for identifying such is considered. The main focus of the thesis is the Soft S's (Shared Values, Style, Staff and Skills) of an organization rather than the Hard S's (System, Structure, Strategy). The thesis is not concerned with the teaching and learning processes, though the PDCA cycle (the Action Research Cycle) did play a part in the project for both teachers and the researcher involved in this study of organizational development. Both before the management project was launched, and at the end of the research period, the external measurement devices (Harrison's Culture Specification Device and Hofstede's VSM) were used to describe the culture of the Centre. During the management project, internal measurement devices were used to record the change including middle-management style change (the researcher in this case). The time period chosen for this study was between September 1991 and June 1994. During this period, each device was administered twice within a specific time period, ranging from a year to 32 months.

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Cruickshank, Mary Therese. "Developing a quality culture within a school of nursing in higher education /." View thesis View thesis, 2000. http://library.uws.edu.au/adt-NUWS/public/adt-NUWS20030424.121009/index.html.

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Owlia, Mohammed Saleh. "A customer-oriented approach to the measurement and improvement of quality in engineering education." Thesis, University of Birmingham, 1996. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.310422.

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Hussain, Farzana. "The implementation of total quality management at a tertiary education institution / Hussain F." Thesis, North-West University, 2011. http://hdl.handle.net/10394/7363.

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The purpose of this study was to investigate the total quality management of the academic administration services’ post–graduate department within the Potchefstroom Campus of the North–West University, in terms of the following: – The implementation of TQM at the University – The organisational profiles of the University – How the organisation’s goals and missions are structured around the needs of its customers – Total Quality Management is a concept generally used throughout organisations providing tertiary education in South Africa. There are, however, some universities that do not use TQM. This study investigates the use of TQM within a tertiary education institution at the post–graduate administration department. The results of the problems experienced through the implementation of TQM are reported in this study. Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2012.

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Cruickshank, Mary T., of Western Sydney Hawkesbury University, and Faculty of Management. "Developing a quality culture within a school of nursing in higher education." THESIS_FMAN_XXX_Cruickshank_M.xml, 2000. http://handle.uws.edu.au:8081/1959.7/604.

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During the past decade, nurses in the clinical setting have began making a paradigm shift from Quality Assurance to Total Quality Management, or as it is commonly referred to within health care facililties, Continuous Quality Improvement.In contrast, scant attention has been paid to quality management practices in nursing in the higher education sector. This study provides an applied example of where it investigates quality management practices in the context of organisational culture and human resource management with the aim of developing a quality culture model for a school of nursing in higher education.The research study that was conducted produced several major findings from the views of nurse academics who participated in it. Several issues associated with nurse academics' opinions of quality management practices utilised in schools of nursing have been unravelled.The fundamental issue is that procedures and policies formulated for nurses in the hospital setting do not serve the needs of nursing education.The most crucial factor to be considered in policy developments and future research is that it needs to be contextualised in the culture of nursing in higher education.It has become imperative that a transparent quality culture reflects contemporary nursing in Australia and the proposed model in this thesis provides nurses with an opportunity to shape a quality system for the nursing profession. Doctor of Philosophy (PhD)

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Elhees, Mokhtar Abdenour. "An empirical study of quality management in the Libyan higher education context : Al-Fateh University as a case study." Thesis, University of South Wales, 2008. https://pure.southwales.ac.uk/en/studentthesis/an-empirical-study-of-quality-management-in-the-libyan-higher-education-context(c3f647d3-531a-46f2-b917-496a4049d438).html.

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Higher education institutions (HEIs) around the world and in the developing countries in particular e.g. Libyan HEIs are facing challenges that increase the pressure on them. Some of these challenges are related to the remarkable changes in population growth and fast changes in the development of knowledge and technology. Also, providing adequate resources, maintaining quality, raising funding and strengthening the curriculum are other challenges that need to be faced by those institutions. This research is aimed to investigate issues enabling and affecting the quality of services provided by Libyan public universities using principles of Total Quality Management (TQM) philosophy as a framework: Al-Fateh University (AFU) as a case study. The research is qualitative in nature, employing a case study approach and using indepth semi-structured interviews (from different levels including senior leaders, faculty members, support staff, students, and main employers) as the main data collection tool within the two selected embedded case studies. Those embedded cases are Electric and Electronic Department (EED)-Faculty of Engineering-AFU and Social Service Department (SSD)-Literature Faculty-AFU. Documents are used in addition to interviews in order to fully understand issues enabling and affecting the quality of services provided by the two embedded case studies. Contribution to knowledge is evident by the study, which represents the first attempt to empirically investigate issues enabling and affecting the quality of services provided by Libyan public universities: AFU as a case study through two selected embedded cases EED and SSD. This research provides specific original findings which include the use of Arabic and English language in the same lecture, the concept of students' administration and its consequences, the speciality of leaders biases the understanding of the needs of subordinate staff, suspension of the students' performance regulations affected the quality of education programmes, and a unique situation was found to be the senior and junior staff programme that attempted to improve teaching through knowledge transfer. This research has reduced the gap in knowledge in Libyan HE context in specific and in Arabic HE context in general. Other implications for HEIs are also provided by this research.

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Ferreira, Marie. "A framework for continuous improvement in the South African Higher Education Sector." Thesis, Pretoria : [s.n.], 2003. http://upetd.up.ac.za/thesis/available/etd-07062004-084502.

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Alsulami, Abdulrahman B. "Faculty Attitudes toward Deming's Fourteen Principles of Total Quality Management in Higher Education at the King Abdulaziz University College of Education." Ohio University / OhioLINK, 2014. http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1403096543.

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Al-Quraini, Naima. "Quality assurance in higher education : a case study of Kuwait University experience with total quality management approach : a panacea or a placebo?" Thesis, University College London (University of London), 1999. http://discovery.ucl.ac.uk/10019783/.

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This study explores the new quality assurance policy in Kuwait University. It aims to portray its positive development with the constraints and even the dysfunctions. A case study method is employed to focus on the new policy as it has been experienced in the science and education colleges. The QA policy at KU is an all-embracing approach that encompasses many aspects of institutional life. This study attempts to reflect the breadth of the strategy. The early chapters review the literature about quality assurance in higher education. This indicates that quality issues are of high priority worldwide. In this sense KU' s policy reflects an international trend but naturally the specific approach reflects the national context. Data were primarily taken from KU audiences, which include; academic administrators, faculty and students. Documents and questionnaires are also primary sources, which support the numerous interviews with KU informants. This diverse material provides for the triangulation of methods. After reporting the findings from the empirical investigations, an attempt is made to interpret the data through the employment of organisational metaphors. Four main metaphors were employed: KU as a system; KU as a political organisation; KU as an unstable changing organisation and KU as an organisational culture: an academic community. Metaphors as such provide an open-ended approach to the reader to perceive the new policy from different angles and perspectives relevant to the institution at large. The generalisations reached in the conclusions chapter support the fact that the institutionalisation of the new policy is influenced by external as well as internal factors that need to be considered by the various stakeholders of KU. These are the political and socio-economic local and international climate, the organisational structure of the institution and the cultural aspects of the academic community. Educational implications/recommendations are provided to further guide the ultimate development and success of the QA programme. Nonetheless, the new policy is still in its early stages of development to make confident judgements of its success or failure, as this study is exploratory rather than judgmental.

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Falkner, Bonni. "An analysis of graduate students' perceptions of quality services provided by University of Wisconsin-Stout." Menomonie, WI : University of Wisconsin--Stout, 2005. http://www.uwstout.edu/lib/thesis/2005/2005falknerb.pdf.

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Aldaweesh, Majed. "The effective implementation of total quality management and transformational leadership in higher education improvement : a case of Saudi universities." Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17017.

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There is limited empirical research on Total Quality Management (TQM) and Transformational Leadership (TL), and in particular the Higher Education (HE). The management literature of both Total Quality Management (TQM) and Transformational leadership is paying a great attention to higher education. However, there are gaps in the literature understanding what of the drivers that TQM and leadership can offer. This research explores the effective implementation of TQM and transformational leadership to improve the quality and ranking of Saudi Arabian universities. Many universities and colleges around the world have adopted TQM as a tool to enhance the quality of higher education. Due to the increase of competition in higher education industry (HE) e.g., the expansion of new universities and research centres in Saudi Arabia (SA) , Qatar, and Bahrain, many Middle Eastern universities are trying their best to improve their efficiency and effectiveness in H.E.by adopting TQM principles. Recntly leadership emerges as a significant and powerful theme along the quality management literature, as both TQM and leadership aim at improvements. A variety of leadership characteristics is highlighted in the higher education literature, including responsiveness, integrity, courage and passion, the capacity to champion change and adopt a collaborative approach to gain the necessary support for quality management initiatives This research study aims to explor in depth the impacts of the implementations of TQM and TL to the improvement of higher education. This study adopted a qualitative method, multiple case study approach in the interpretive paradigm. Data were collected from two major universities in Saudi Arabia with regards to the ranking and age establishment, primarily through semi-structured interviews, which was supplemented by observations and document analysis. Building themes and methods were employed to analyse the collected data. The sample consist of 22 interviewees from top management and middle management, mixed males and females working at the two universities in Saudi Arabia. A novel framework is developed to mitigate and to address the adoption of both TQM and leadership. The orginiality of this study is an attempt to extend the body of knowledge at both TQM and Leadership in H.E., also highlights the growing interest of implementing TQM in higher education, especially in Middle Eastern countries these dayes. It's belevied that, The research provides vital strategy for decision makers to successfully adopt the TQM along side with transormational leadership, thus better stnadard will be adhgerted in the quality of the HE at in Saudi Arabia.

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Drennan, Lynn Thomson. "Total quality management in higher education : an evaluation of the impact of assessment and audit on the quality of teaching and learning in the Scottish Universities." Thesis, University of Glasgow, 2000. http://theses.gla.ac.uk/1155/.

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Clayton, Marlene. "The applicability of total quality management to the English higher education system and implications for the development of TQM theory." Thesis, Aston University, 1998. http://publications.aston.ac.uk/10716/.

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Al-Ghanboosi, Salim Saleem Mohammed. "Enhancing higher education services in the Sultanate of Oman through implementing total quality management: Sultan Qaboos University as case study." Thesis, University of Manchester, 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.488252.

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By the end of last century, higher educational institutions in general and in the Sultanate of Oman faced the problem of how to respond to dramatic changes in society and business as they where called upon to provide society and the marketplace with well qualified graduates and quality services. Many institutions round the world found the solution in adopting the new management approach known as Total Quality Management (TQM). A survey of TQM literature reveals that a number of public and private higher education institutions in the USA, the UK and many other countries in the world have adopted TQM principles in order to improve their educational processes and services, to satisfy their customers, and to gain competitive advantages. The objective of this study is to examine the extent to which the environment of higher education sectors in general and Sultan Qaboos University (SQU) in particular is suitable for the implementation of TQM principles. To achieve this goal the author proposed a model consisting of eight principles. These principles were used to explore the opinions of staff members of SQU and the environment of the university in order to arrive at a framework for implementation of the TQM model. The nature of this research was exploratory and descriptive. A questionnaire contain thirty statements was designed to examine the extent of agreement among staff members of SQU to the eight principles of the proposed model. The researcher also conducted open face-to-face interviews to measure the extent to which the environment of SQU was suitable to the implementing of TQM principles. One-way ANOVA tests were used to calculate the means, standard deviations, and variances of each statement in order to determine the significant differences between the means of opinions of the three groups of the sample according to their occupation levels. The thesis's contribution to knowledge can be summarized as follows: a) It is the first study of its kind to measure the possibility of implementing TQM principles in the field of higher education services in the Sultanate of Oman. b) The study presents a TQM model in the belief that its implementation will enhance higher education services in the Sultanate of Oman in general and in SQU in particular. c) The study presents a framework for implementing the proposed model. According to the research questions, the present study reached the following: 1) The literature on TQM and its implementation in higher education has revealed that everyone can adopt TQM in the higher education field on condition that there is commitment to its principles. 2) The discussions of the present study regarding the feasibility of the application of TQM in the SQU showed that there are some obstacles facing its success, i. e. lack of participation of juniors staff in decision making, lack of clarity of the responsibilities for senior positions, lack of clarity of formal procedures and criteria for those related to rewards system, promotions system, measurement of staff performance, moreover, the absence of strategic plan for training. On the other hand there is an excellent infrastructure, which can help with the implementation of TQM with the environment of SQU. 3) The primary data analysis revealed that the three groups of the sample agreed the commitment to TQM principles would help SQU to improve and reduce the cost of its services. Data also showed that the sample agreed that only the leadership of SQU has the decision-making powers as to whether to adopt TQM principles in SQU or not.

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Benade, Marzelle. "A critical appraisal of performance management (appraisal) in higher education : case study at Stellenbosch University." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/4787.

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Thesis (MBA (Business Management))--University of Stellenbosch, 2009. AFRIKAANSE OPSOMMING: Die doel van hierdie studie is om die huidige prestasiebestuurstelsel van die Universiteit van Stellenbosch te evalueer en om verbeterings aan te beveel. Die volgende navorsingsdoelwitte is dus bespreek: bepaal of uitsonderlike prestasie beloon word; stel vas of personeellede in die huidige prestasiebestuursproses glo en dit ondersteun; identifiseer die knelpunte in die prestasiebestuurstelsel van die Universiteit van Stellenbosch; bepaal die kenmerke van en vereistes vir doeltreffende prestasiebestuurstelsels; ontwerp ‘n model wat toesighouers in die toekoms as wegspringblok kan gebruik om prestasie as deel van hul daaglikse aktiwiteite te meet; bepaal die potensiële verwantskap tussen prestasie en vergoedingsvlakke; en bemagtig Menslike Hulpbronne om die vergoedingsbeleid konsekwent toe te pas. Eerstens word eietydse literatuur bestudeer om die verskil tussen prestasiebeoordeling en prestasiebestuur te bepaal. Beste praktyk vir prestasiebestuur word deur die literatuuroorsig geïdentifiseer sodat die Universiteit van Stellenbosch dit in die toekoms kan implementeer en sodat die slaggate waarin ander instansies getrap het, vermy kan word. Ander hoër onderwysinstansies word geëvalueer om bestaande stelsels ten volle te begryp en te bepaal waar die Universiteit van Stellenbosch kan verbeter. Data van die 2006-2007 en 2007-2008 prestasie-evalueringstydperke is gebruik om te bepaal of daar ‘n korrelasie is tussen individuele prestasiepunte en bonusse wat ontvang is. Laastens word ‘n elektroniese vraeboog aan alle permanente personeellede aan die Universiteit van Stellenbosch versprei word om te bepaal wat die huidige persepsie van prestasiebestuur by bogenoemde instansie is. Die resultate (verwys Tabel 4.4) toon aan dat die Universiteit van Stellenbosch as geheel nie aan die vasgestelde prestasiebestuurbeleid voldoen nie. Sommige personeellede wat ‘n prestasiepunt van 3 en laer behaal het, het ook bonusse ontvang. ‘n Bonus vir ‘n prestasiepunt van 3 kan nog regverdig word as ‘n erkenning vir harde werk. Die Universiteit van Stellenbosch streef ooreenkomstig sy vergoedingsbeleid daarna om ‘n verwantskap tussen prestasie en vergoeding te bewerkstelling deur tussen uitsonderlike, gemiddelde en ondergemiddelde presteerders te onderskei. Dit is duidelik dat die Universiteit van Stellenbosch se beleidsdokumente (vergoeding en prestasiebestuur) uitgevoer word en weldeurdag is. Opleiding, wat saam met opvoeding bevorder word, verseker ‘n hoë vlak van begrip vir prestasiebestuur, die ontwikkeling van die nodige vaardighede en waardering vir die waarde wat prestasiebestuur tot ‘n organisasie kan toevoeg. Die voorgestelde prestasiebestuursmodel (verwys Tabel 5.2) sal verseker dat behoorlike voorbereiding gedoen word (standaard werkprosedures en opleiding) met opvolgaksies (kritiek en hersiening) om te verseker dat die model saam met die organisasie groei. Die huidige prestasiebestuurproses (die hoe) is onsuksesvol. Aandag kan egter aan die proses geskenk word deur opleiding en heropleiding en deur meer finansiële hulpbronne beskikbaar te stel om te verseker dat gepaste verwantskap tussen prestasie en vergoeding geskep word. Verskeie prestasiebestuurprogramme (elektroniese weergawes) is beskikbaar. Dit is vir die toekoms uiters belangrik om elektroniese bestuursmetingsprogramme te implementeer en om die proses hierby aan te pas. Gereelde kommunikasie hou personeel ingelig en verseker dat die verskillende stadiums van prestasiebestuur plaasvind. Die idee dat prestasiebestuur alledaags en tydrowend is moet in ‘n kultuur van maklike en doeltreffende prestasiebestuur omskep word. ENGLISH ABSTRACT: The aim of this study was to critically examine the current situation regarding the performance management system at Stellenbosch University and make recommendations for improvement. This was done by looking at the following research objectives: determine whether outstanding performance is rewarded; investigate whether staff members believe in and support the current performance process; identify barriers to the performance management system at Stellenbosch University; determine characteristics and requirements of effective performance management systems; design a model that can be used in future as a starting point for supervisors to measure performance as part of their daily activities; determine the potential link between performance and remuneration levels; and empower Human Resources to consistently enforce the remuneration policy. Firstly, contemporary literature was reviewed to understand the difference between performance appraisal and performance management. Best practices for performance management were identified through the literature review to ensure that Stellenbosch University implements those in future and to steer away from the pitfalls other institutions have experienced. Other higher education institutions were evaluated to fully understand what is in place and where Stellenbosch University can improve. Data from the 2006-2007 and 2007-2008 performance evaluation periods were used to determine whether a correlation exists between an individual’s performance mark and receiving a bonus. Lastly, an electronic questionnaire was distributed to all permanent employees of Stellenbosch University to determine the current perception of performance management at this institution. The results (refer Table 4.4) indicate that Stellenbosch University as a whole does not comply with the set policy regarding performance appraisal. There were employees who received performance v marks of 3 and below who also received bonuses. Performance marks of 3 can be justified and seen as a “thank you for your hard work”. In terms of Stellenbosch University’s remuneration policy, the University strives to establish a link between performance and remuneration by differentiating between outstanding, average and below average performers. It is clear that Stellenbosch University’s policies (remuneration and performance management) are in place and well thought through. Training, running concurrently with education, ensures a high level of understanding of performance management, the development of the required skills and an appreciation of the value that performance management can add to an organisation. The proposed performance management model (refer Table 5.2) will ensure that thorough preparation is done (standard working procedures and training), with a follow-up action (critique and revision), to allow this model to evolve with the organisation. The current performance management process (how) is not successful. However, it can be fully addressed through training and re-training, and by making more financial resources available to ensure an appropriate linkage between performance and remuneration. Several performance management programmes (electronic versions) do exist. Moving forward, it is vital to implement electronic measuring programmes in conjunction with the re-alignment of the process. Regular communication will keep employees informed and will ensure that the different stages of performance management take place. The idea that performance management is mundane and time-consuming must be changed to a culture of easy-to-do and effective performance management.

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Combrinck, Theodore Peter. "A pilot emperical investigation into student perceptions of service quality at the Department of Management of the University of the Western Cape." Thesis, University of the Western Cape, 2006. http://etd.uwc.ac.za/index.php?module=etd&amp.

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This pilot research survey was undertaken as a result of the need to assess the service quality within Higher Education in general and the Department of Management at UWC in particular. This report focuses on the complexities of measuring service quality in higher education. The quality of service delivery within education is becoming more important as the competition for students increases. The literature was searched to find a suitable measure with a sound theoretical structure. This measure was then adapted for the department. In a preliminary way this instrument was then applied to students in the department and initial results are reported on. The results revealed that undergraduates overall were uncertain in their attitude to the service quality in the department. On the other hand, postgraduate students tended to rate the service quality rather more negatively (p &lt 0.004). Furthermore there were no gender differences except for tangibles (p = 000.5). This pilot study could serve as a pilot study of the service quality in an academic environment. It is the main contention of this report that students themselves should be part of defining quality.

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Leboea, Paulos Dipholo. "Effect of organisational policies on school management teams' job performance at Maluti District, Eastern Cape , South Africa." Thesis, University of Fort Hare, 2016. http://hdl.handle.net/10353/2293.

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Most school management teams (SMTs) do not do their tasks either due to lack of time or inability to fulfil this obligation. Should this be true for South African schools, it would reflect negatively on the SMT job performance. This led to undertaking research in order to ascertain the fit between organisational policies of induction, mentoring, curriculum assessment training and curriculum supervision and the SMT job performance by way of establishing the effect of organisation policy on SMTs’ job performance. The research adopted a descriptive survey research design of the correlational type. Two sets of questionnaires, one for independent variables and the other for the dependent variable, were used to elicit information from the respondents. Some of the findings show that aspiring SMT members need some training so as to know what will be expected of them to do once they get selected as SMT members. It was further proven that common tests that are normally set at the provincial and district and/or school based levels are invariably not of the standard that the Department of Basic Education (DBE) prescribes nationally. The foregoing led to the conclusion that the SMT job practice is invariably not informed by the relevant organisational policies. Hence a cascade model of SMT training is recommended, as is the notion that training toward organisational policies under review should be done cohesively.

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Brits, Hans Jacob. "A model for the integration of quality management, planning and resource allocation at South African universities / Hans J. Brits." Thesis, North West University, 2010. http://hdl.handle.net/10394/12828.

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Institutions of higher learning in South Africa should establish and sustain their own quality management systems. These systems should improve quality of the core business of higher education i.e. teaching and learning, research and community engagement. It should yield reliable information for internal planning as well as external monitoring purposes. The integration of quality management with planning and resource allocation within a framework of continuous improvement is viewed as fundamental elements for successful quality management of institutions of higher learning. A key assumption of this research is that quality management models should be underpinned by the systems theory in order to enhance the integration of quality management, planning and resource allocation on institutional strategic, tactical and operational levels. This study utilised the key elements and phases of the PDCA and ADRI models to develop a model for the integration of quality management, planning and resource allocation within a context of continuous improvement This model will be suitable for implementation by one of the institutions of higher learning in South Africa that fails, according to its latest HEQC audit to integrate quality management, planning and resource allocation. It offers also a conceptual framework for any institution of higher learning that fails to integrate quality management, planning and resource allocation. Ph.D., Education, North-West University, Vaal Triangle Campus, 2010

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Mutemeri, Judith. "Teaching and learning of teacher education students in South African universities within a context of quality." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/1978.

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Thesis (Dtech( Education))--Cape Peninsula University of Technology, 2010 The study focused on teacher education in South African universities. The major purpose was to examine how teacher educators in South African universities prepared teacher education students for teaching and learning within a context of quality. It is important to start with quality teachers before being able to speak about quality education because "you cannot give what you do not have" (Parliamentary Monitoring Group of South Africa, 2009:3).Consistent with the postmodern qualitative paradigm I used phenomenology as the strategy of research. The main epistemological assumption was that the way of knowing reality was through exploring the experiences of others regarding a specific phenomenon, in this case teaching and learning of teacher education students. To this end the stories, experiences and voices of the respondents were the medium through which I explored and understood reality embedded in the teaching and learning of teacher education students.The research sites included four Faculties of Education nationally. Purposive sampling was conducted to adequately capture the heterogeneity of institutions especially of those faculties that offer Initial Professional Education for Teachers (IPET) programmes.Purposive sampling was also used to select both students and lecturers because respondents were selected on the basis of some defining characteristic that made them holders of the data needed for the study.

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Arangies, Gretchen. "The dynamic interrelationship between productivity and remuneration practices at a tertiary institution with specific reference to the value added concept." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/828.

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Thesis (MBA (Business Management))--Stellenbosch University, 2008. ENGLISH ABSTRACT: Value added links a company’s financial statements to the national income and performs a useful function in macro-economic measurement. At the national level, productivity is a major determinant of economic growth and progress and of vital importance to the survival and wellbeing of all South Africans. The presentation of information in added value terms can provide an effective communication tool that enables all personnel at all levels to understand where the business stands, what their roles in it are and what can be done to improve certain ratios. The concept of value added does not only act as a communication medium in showing how a company is performing, but also demonstrates the need for increased wealth to ensure higher distribution to all the stakeholders. This research report aims to establish, amongst other matters, the future use of value added as a proxy for productivity as a basis (a new mindset) for determining salary increases at tertiary institutions. Because this could be regarded as a leap into the unknown, this study used the results of the industrial sector for benchmarking. As tertiary institutions never previously published a value added statement it was decided to follow the practice of the Value Added Scoreboard since 2002; that is, to compile a value added statement for tertiary institutions using the audited annual reports and, specifically, the income statement. The handling of part-time, casual or seasonal employees can cause measurement problems in the value added per employee ratio. The matter is also further complicated by the fact that there is a lack of full description of employee data in the financial statements as to whether or not the published employee numbers refer to either full-time equivalent, average number of employees over the period or number of employees at year end. If one is to use employee numbers to do an analysis of certain ratios there needs to be clarity in future on how these numbers must be reported. In conclusion it was found that the low increase or decrease in salaries, together with the increase in employee numbers resulted in a negative growth rate in salaries per employee. The conclusion can thus be made that the tertiary institutions did not take productivity into account when granting salary increases. Finally, though this research report was only exploratory, the recommendation can be made that the concept of value added should be implemented at tertiary institutions, preferably by firstly taking the research staff of the entire institution and from there the distribution per department into account, and lastly to reflect the value added for the institution as a whole. AFRIKAANSE OPSOMMING: Toegevoegde waarde verbind ’n maatskappy se finansiële state met die nasionale inkomste en vervul ’n nuttige rol as makro-ekonomiese maatstaf. Op nasionale vlak is produktiwiteit ’n vername bepaler van ekonomiese groei en vordering en is dit van kardinale belang tot die oorlewing en welstand van alle Suid-Afrikaners. Die aanbied van inligting in terme van toegevoegde waarde kan ’n doeltreffende kommunikasie-instrument wees wat alle personeel op alle vlakke in staat stel om te verstaan wat die stand van sake is, wat hulle rolle binne die besigheid is en wat gedoen kan word om sekere ratio’s te verbeter. Die toegevoegdewaarde-konsep dien nie slegs as kommunikasiemiddel om die maatskappy se prestasie aan te dui nie, maar toon ook aan dat daar ’n behoefte is aan groter rykdom om hoër verspreiding aan alle belanghebbendes te verseker. Hierdie navorsingsverslag het ten doel om onder meer die toekomstige gebruik van toegevoegde waarde te vestig as ’n aanduider vir produktiwiteit as ’n grondslag (’n nuwe geestesingesteldheid) vir die vasstel van salarisverhogings by tersiêre instellings. Aangesien dit beskou kan word as ’n sprong in die duister, het hierdie studie die resultate van die nywerheidsektor as normstelling gebruik. Omdat tersiêre instellings nog nooit vantevore ’n toegevoegde waarde-staat gepubliseer het nie, is daar besluit om die praktyk van die Toegevoegdewaarde-telbord sedert 2002 te volg. Dit beteken dat ’n toegevoegde waarde-staat vir tersiêre instellings saamgestel is deur die geouditeerde jaarverslae en, spesifiek, die inkomstestaat te gebruik. Die hantering van deeltydse, los of seisoenwerkers kan metingsprobleme in die toegevoegde waarde per werknemer-ratio tot gevolg hê. Die saak word ook verder bemoeilik deur die feit dat daar ’n gebrek aan volledige werknemerinligting in die finansiële state is wat betref of die gepubliseerde werknemergetalle verwys na die voltydse ekwivalent, die gemiddelde getal werknemers oor die tydperk, of die werknemers met jaareinde. Indien die werknemergetalle gebruik word om ’n ontleding van sekere ratio’s te doen, is dit duidelik dat daar in die toekoms meer klaarheid moet wees oor die wyse waarop hierdie getalle gerapporteer moet word. Daar is gevolglik bevind dat die lae styging of daling in salarisse, tesame met die styging in werknemergetalle, tot ’n negatiewe groeikoers in salarisse per werknemer lei. Die gevolgtrekking kan dus gemaak word dat die tersiêre instellings nie produktiwiteit in ag geneem het toe salarisverhogings toegestaan is nie. Laastens, alhoewel hierdie navorsingsverslag slegs verkennend van aard was, kan die aanbeveling gemaak word dat die konsep van toegevoegde waarde by tersiêre instellings geïmplementeer word. Verkieslik deur eerstens die navorsingspersoneel van die instelling te neem, daarna die verdeling per departement en dan laastens om toegevoegde waarde vir die instelling as geheel weer te gee.

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Bulut, Sahin Betul. "Students." Master's thesis, METU, 2008. http://etd.lib.metu.edu.tr/upload/3/12609583/index.pdf.

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ABSTRACT ADMINISTRATIVE AND SERVICE SATISFACTION WITH THE ERASMUS STUDENT EXCHANGE PROGRAM AT MIDDLE EAST TECHNICAL UNIVERSITY FROM THE VIEWS OF STUDENTS AND COORDINATORS Bulut Sahin, Bet&uuml l M.S., Department of Educational Sciences Supervisor: Prof. Dr. Hasan SiMSEK June 2008, 131 pages As a result of globalization, educational systems become more and more internationalized through mobility and exchange programs. The supra-natural organizations, such as European Union, have developed organized education programs to adapt to this transformation. Since 1987, the mobility of students and faculty throughout Europe has dramatically increased through Erasmus, which is the Program of European Union for higher education. Turkey, as a candidate country for European Union, became one of the participants of this program in 2004. Yet, the influence of the quality administration on such programs and customer satisfaction is relatively unexplored in Turkey. In this research, Middle East Technical University (METU), one of the leading universities in Turkey, is analyzed in scope of its effectiveness in the administration of Erasmus Program from the students&rsquo and Erasmus coordinators&rsquo point of view through questionnaires. Total Quality Management framework is used to design the research. The results of this study showed that students and departmental coordinators are generally more satisfied with the administrative services than communication, interaction with customers and academic issues.

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Simpson, Antony Paul. "Applicability of ISO 9000 in the service industry : University of Stellenbosch Business School case study." Thesis, Stellenbosch : Stellenbosch University, 2007. http://hdl.handle.net/10019.1/49208.

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Thesis (MBA)--Stellenbosch University, 2007. ENGLISH ABSTRACT: In the face of increasing competition, Business Schools increasingly have to evaluate the quality of the service that they offer to current and prospective students. The most significant factor affecting an organisation's performance is the quality of its products and services in relation to the products and services of competitors. Measurement of service quality is a function of customer satisfaction, which in tum is based on a perception of how the service conforms to prior expectations thereof. A widely accepted method of quality assurance used in industry is ISO 9000 certification. For academic institutions the de facto method of providing confidence in the quality of the education they offer is through academic accreditation. The University of Stellenbosch Business School (USB) is unclear - in the light of its academic accreditations - of the benefits to be derived from implementing ISO standardisation within the organisation. The iso 9000 series is a set of quality standards, of which ISO 900 I: 2000 is one, which is primarily concerned with the quality management process. It deals with what the organisation does to enhance customer satisfaction by meeting customer and applicable regulatory requirements, and to continually improve the organisations performance in this regard. It is important to note that compliance with ISO standards is not intended to guarantee the quality of a product or service, it is however intended to provide confidence in the processes which produced or delivered the product or service. In evaluating the applicability of ISO 9000 in the service industry, it is concluded that there is little difference from how its standards and guidelines apply in manufacturing to how they apply in service industries. The USB is found to have implemented an extensive quality management system in order to attain various academic accreditations, most notably EQUIS accreditation. Thus from an academic perspective there would be little to gain from USB implementing ISO 9001: 2000, even though the standard is perfectly suited for academic environments. Where advantages would most likely be realised is in the peripheral business and support functions of the USB. AFRIKAANSE OPSOMMING: In die aangesig van toenemende mededinging moet bestuurskole gereeld die kwaliteit van diens wat hulle aan huidige en voomemende studente bied, evalueer. Die mees veelseggende faktor in 'n organisasie se prestasie is hoe die kwaliteit van sy produkte en dienste vergelyk met die van sy mededingers. Die meet van die kwaliteit diens wat 'n organisasie lewer is 'n funksie van die tevredestelling van kliente, wat op sy beurt weer gebaseer is op insig tot die wyse waarop die diens ooreenstem met die oorspronklike verwagtinge daarvan. ISO 9000 sertifikasie word algemeen aanvaar in industrie as 'n betroubare maatstaf waarteen kwalitieit gemeet word. Vir akademiese instellings is die de facto metode om vertroue te wek in die kwaliteit van die opleiding wat hulle aanbied, deur middel van akademiese akkreditasie. Vir die Universiteit van Stellenbosch Bestuurskool (USB) is dit in die lig van hulle akademiese akkreditasie onduidelik wat die voordele verbonde aan die implementering van ISO standaardisering binne die organisasie sou wees. Die reeks ISO 9000 is 'n stel kwaliteitstandaarde, waarvan ISO 900 I: 2000 een is, en is hoofsaaklik gemoeid met die proses van kwaliteitsbestuur. Dit bemoei hom met die stappe wat 'n organisasie neem om klientebevrediging te bevorder deur die bereiking van die vereistes van beide sy kliente en die toepasbare voorskrifte. Dit is belangrik om daarop te let dat 'n onderworpenheid aan ISO standaarde geensins die bedoeling het om die kwaliteit van 'n produk of diens te waarborg nie - die oogmerk is egter om vertroue te wek in die prosesse wat die produk of diens veroorsaak of gelewer het. Deur die toepasbaarheid van ISO 9000 in die diensbedryfte evalueer, is dit vasgestel dat daar inderdaad min verskil is tussen die wyse waarop hierdie standaarde en riglyne van toepassing is in die vervaardigingsektor en hoe dit toegepas word in diensbedrywe. Dit is vasgestel dat USB 'n verreikende kwaliteitsbestuursisteem in werking het om verskeie akademiese akkreditasies te bekom, veral die EQUIS akkreditasie. Die gevolgtrekking is dat daar vanuit 'n akademiese oogpunt min rede is vir USB om ISO 900 I: 2000 te implementeer, selfs al is hierdie standaard goed van toepassing op 'n akademiese omgewing. Waar dit tot sy beste voordeel toegepas kan word, is in die omliggende sake- en ondersteuningsfunksies van USB.

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Silva, Sirley Camilo da. "Programa de excelência como diferencial competitivo em uma instituição de ensino superior: o caso da implantação no Grupo Estácio." Universidade Federal Fluminense, 2017. https://app.uff.br/riuff/handle/1/5259.

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Submitted by Joana Azevedo (joanad@id.uff.br) on 2017-11-16T12:18:40Z No. of bitstreams: 1 Dissert Sirley Camilo da Silva.pdf: 3193516 bytes, checksum: 493f52667ba8c212e8d599310f6af084 (MD5) Approved for entry into archive by Biblioteca da Escola de Engenharia (bee@ndc.uff.br) on 2017-11-16T14:23:06Z (GMT) No. of bitstreams: 1 Dissert Sirley Camilo da Silva.pdf: 3193516 bytes, checksum: 493f52667ba8c212e8d599310f6af084 (MD5) Made available in DSpace on 2017-11-16T14:23:06Z (GMT). No. of bitstreams: 1 Dissert Sirley Camilo da Silva.pdf: 3193516 bytes, checksum: 493f52667ba8c212e8d599310f6af084 (MD5) Previous issue date: 2017-08-22 Atualmente no Brasil, excelência e gestão são pilares de competitividade e sobrevivência das organizações. Considerando a realidade das Instituições de Ensino Superior que possuem uma alta regulamentação do Governo Federal com exigência na sua qualidade de ensino, a concorrência e a demanda de vagas advindas do Financiamento Estudantil (FIES) e a pressão na redução das mensalidades, bem como a necessidade de melhorar os processos e serviços vem aumentando. A Instituição objeto desta pesquisa é o Grupo Estácio, uma das maiores Instituições de Ensino Superior Privado do Brasil, com mais de 90 unidades espalhadas em 20 estados da federação e Distrito Federal, cujo objetivo desta pesquisa é verificar a viabilidade da implantação de um Programa de Excelência em Gestão a partir dos resultados avaliados no Grupo. Com o uso de bases de pesquisa relevantes no meio acadêmico, como WEB OF SCIENCE, SCOPUS, SCIELO e Directory of Open Access Journals (DOAJ). Através de um estudo de caso e uma pesquisa documental, utilizando dados secundários obtidos do Sistema Interno da Estácio, chamado Sistema de Suporte ao Programa de Excelência em Gestão (SISPEG) entre os anos de 2012 e 2016, foi constatada uma evolução positiva nos principais indicadores da Instituição em relação às partes interessadas (Alunos, Colaboradores, Governo e Acionistas), que foram impactados pelos processos considerados na implantação do Modelo de Excelência em Gestão customizado para o Grupo. Como contribuição, este trabalho possibilita à comunidade científica, acesso a um estudo aprofundado sobre a Gestão da Qualidade Total (GQT) e compreensão de sua relação com os modelos de prêmios de excelência que surgiram ao redor do mundo bem como os Fatores Críticos de Sucesso para sua implementação, customização e a viabilidade de implantação em um Instituição de Ensino Superior. Currently in Brazil, excellence and management are pillars of competitiveness and survival of organizations. Considering the reality of Higher Education Institutions that have a high Federal Government regulation with a requirement in their quality of education, competition and the demand for vacancies from Student Funding (FIES) and the pressure to reduce tuition fees, as well as the need Processes and services has been increasing. The Institution object of this research is the Estácio Group, one of the largest Private Higher Education Institutions in Brazil, with more than 90 units spread across 20 states of the federation and Federal District, where the central question of this research is to verify the viabibility of implementing a Program of Excellence in Management based on the results evaluated in the Group. With the use of relevant research bases in the academic environment, such as WEB OF SCIENCE, SCOPUS, SCIELO and Directory of Open Access Journals (DOAJ). Through a case study and documentary research, using secondary data obtained from the Estácio Internal System, called the System of Support to the Program of Excellence in Management (SISPEG) between the years of 2012 and 2016, there was a positive evolution in the main indicators Of the Institution in relation to the Stakeholders (Students, Employees, Government and Shareholders), who were impacted by the processes considered in the implementation of the Business Excellence Model customized for the Group. As a contribution, this work provides the scientific community with access to an in-depth study on Total Quality Management (TQM) and an understanding of its relationship with the excellence awards models that have emerged around the world as well as the Critical Success Factors for Its implementation, customization and the feasibility of implantation in an Higher Education Institution.

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SILVEIRA, Fausto Alexandre Vasconcelos. "Uma análise comparativa sobre os fatores que afetam a implantação da gestão pela qualidade em Instituições do Ensino Superior." www.teses.ufc.br, 2014. http://www.repositorio.ufc.br/handle/riufc/9551.

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SILVEIRA, Fausto Alexandre Vasconcelos. Uma análise comparativa sobre os fatores que afetam a implantação da gestão pela qualidade em Instituições do Ensino Superior. 2014. 111f. – Dissertação (Mestrado) – Universidade Federal do Ceará, Programa de Pós-graduação em Políticas Públicas e Gestão da Educação Superior, Fortaleza (CE), 2014. Submitted by Márcia Araújo (marcia_m_bezerra@yahoo.com.br) on 2014-10-21T16:50:48Z No. of bitstreams: 1 2014_dis_favsilveira.pdf: 2073665 bytes, checksum: 654f4e195992b43ad00b0879d2b16ac6 (MD5) Approved for entry into archive by Márcia Araújo(marcia_m_bezerra@yahoo.com.br) on 2014-10-22T13:22:42Z (GMT) No. of bitstreams: 1 2014_dis_favsilveira.pdf: 2073665 bytes, checksum: 654f4e195992b43ad00b0879d2b16ac6 (MD5) Made available in DSpace on 2014-10-22T13:22:42Z (GMT). No. of bitstreams: 1 2014_dis_favsilveira.pdf: 2073665 bytes, checksum: 654f4e195992b43ad00b0879d2b16ac6 (MD5) Previous issue date: 2014 The implementation of quality management models (GQ) has its origin in private sector institutions and research shows that GQ is a form of management which leads to improvement of the quality of the productive processes among other results QA deployment experiences in the public sector are more scarce and in particular when it comes to higher education institutions (HEIs) deployment examples are rare Research to investigate the causes of this phenomenon in the INSTITUTIONS of HIGHER EDUCATION can contribute to the definition of actions that can reduce in this scenario within this line of research The objective of this work an investigation of critical factors that affect the implementation process of quality management in INSTITUTIONS of HIGHER EDUCATION of the public and private sectors As research methodology qualitative research was applied where from a structured questionnaire and open applied to the units of public and private INSTITUTIONS of HIGHER education which had their deployment experiences A implantação de modelos de Gestão pela Qualidade (GQ) tem sua origem em instituições da iniciativa privada e pesquisas mostram que a GQ é uma forma de gestão que conduz a melhoria da qualidade dos processos produtivos dentre outros resultados Experiências de implantação de GQ no setor público são mais escassas e em especial quando se trata de Instituições de Ensino Superior (IES) os exemplos de implantação são raros A realização de pesquisas que investiguem as causas desse fenômeno nas IES pode contribuir para a definição de ações que possam reduzir nesse cenário dentro dessa linha de pesquisa O objetivo desse trabalho é uma investigação dos fatores críticos que afetam o processo de implantação da Gestão pela Qualidade em IES dos setores público e privado Como metodologia de pesquisa foi aplicada uma pesquisa qualitativa onde a partir de um questionário estruturado e aberto aplicado às unidades de ensino das IES pública e privada que tiveram suas experiências de implantação de GQ Dessa forma foram realizadas análises dos fatores críticos que afetaram essa implantação A pesquisa revelou que ocorreram fatores de sucesso na implantação da GQ nas IES pesquisadas tais como o comprometimento dos serviços técnico-administrativos

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Nascimento, Fabio Redin do. "AVALIAÇÃO INSTITUCIONAL DE IES: REFLEXÕES SOBRE COMPATIBILIDADE DE TRÊS MODELOS DE AUTO AVALIAÇÃO SINAES, FNQ e CAF." Universidade Federal de Santa Maria, 2013. http://repositorio.ufsm.br/handle/1/8277.

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The Common Assessment Framework (CAF or Commom Assessment Framework), used in the education sector in European countries and the assessment tool of the National Quality Foundation (FNQ) named Model Management Excellence (MEG) used in public and private organizations in Brazil are assessment models of organizational performance, specially developed to help organizations apply the techniques of Total Quality Management (TQM) in order to better their performance levels and their management. However, the study lies in the general assessment of the quality management of Higher Education Institutions (HEIs) in Brazil based on the external evaluation component of the National Higher Education Evaluation (SINAES). Had the motivation to empirical perception about the difficulties that, in general, undergraduate courses face in adopting a system of quality management and implementation of a system with features evaluative management and continuous improvement. This thesis aims to propose the integration of Model Management Excellence Foundation National Quality - FNQ with the Common Assessment Framework - CAF, making a conversãoBrasil / Europe. Using the method of action research as directed qualitative research strategy, the study sought to reconcile the two models and processes your criteria with indicators of the National Assessment of Higher Education SINAES, generating a guidance booklet called SIMECA. This work will serve as support to managers of undergraduate seeking quality assurance and support for the IES rumen toward excellence, fulfilling the main objective of this work. For future research, it is recommended to deepen, through case studies, the study demonstrated the application. A Estrutura Comum de Avaliação (Commom Assessment Framework ou CAF), usada no setor da educação em países europeus e o instrumento de avaliação da Fundação Nacional da Qualidade (FNQ) denominado Modelo de Excelência da Gestão (MEG) utilizada em organizações públicas e privadas do Brasil são modelos de avaliação de desempenho organizacional, especialmente desenvolvidos para ajudar as organizações aplicarem as técnicas da Gestão da Qualidade Total (TQM) a fim de melhorar os seus níveis de desempenho e da sua gestão. Contudo, o estudo situa-se no quadro geral da avaliação da gestão da qualidade das Instituições de Educação Superior Privada (IESP) no Brasil tendo como base o componente de avaliação externa do Sistema Nacional de Avaliação da Educação Superior (SINAES). Teve como motivação a percepção empírica acerca das dificuldades que, de modo geral, as IES enfrentam na adoção de um sistema de gestão da qualidade e na implementação de um sistema avaliativo com características gerenciais e de melhoria continua. A presente dissertação visa propor a integração do Modelo de Excelência da Gestão da Fundação Nacional da Qualidade FNQ com a Estrutura Comum de Avaliação CAF, fazendo uma conversão Brasil / Europa. Com a utilização do método de pesquisa qualitativa direcionada como estratégia de pesquisa, o trabalho buscou a compatibilização dos dois modelos e seus critérios processos com os indicadores do Sistema Nacional de Avaliação da Educação Superior SINAES, gerando uma cartilha de orientação denominada SIMECA. O presente trabalho servirá como apoio aos gestores educacionais que buscam a garantia da qualidade além do suporte para que as IES rumem em direção da excelência, cumprindo o objetivo principal deste trabalho. Para futuras pesquisas, recomenda-se aprofundar, por meio de estudo de casos, a aplicação do estudo demonstrado.

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Conti, Denise De. "Proposta e avaliação de indicadores de desempenho para gestão estratégica de unidades laboratoriais de instituição superior de ensino e pesquisa que impactam sobre a saúde humana." Universidade Tecnológica Federal do Paraná, 2017. http://repositorio.utfpr.edu.br/jspui/handle/1/2639.

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A gestão de laboratório tornou-se essencial em razão da preocupação com a saúde e com o meio ambiente. Conhecer todos os processos e atividades desenvolvidas nessas unidades e adotar bons indicadores para avaliar o desempenho, facilitam o controle interno do laboratório. O uso combinado dos indicadores com as ferramentas de gestão como Gestão da Qualidade Total, Redesenho de Processos, Normas ISO, Pensamento Lean e Gestão do Erro, poderão propiciar uma melhora significativa na eficiência. Esse trabalho de Engenharia Biomédica, com linha de pesquisa em Engenharia Clínica e Gestão, tem como objetivo selecionar e avaliar indicadores que facilitem o controle interno de laboratórios e provoquem seu uso pelos tomadores de decisão e todos da Engenharia Clínica. O controle interno permite detectar desvios e realizar correções no desempenho das rotinas, prestando assim um serviço com confiabilidade nos resultados das pesquisas e laudo de testes e exames. A metodologia constou em selecionar um conjunto de indicadores a partir das rotinas utilizadas em laboratório clínico, por dispor de maior experiência e publicações na área de gestão. Este conjunto de indicadores foi aplicado em dois perfis de laboratórios: em um estrato, laboratórios que influenciam diretamente a saúde e em outro estrato, laboratórios que, o resultado de suas pesquisas possa alterar o meio ambiente e, dessa forma, impactar indiretamente a saúde humana. Sustentado em trabalhos da literatura especializada de autores conceituados, selecionou-se 30 indicadores contemplando uma Avaliação Prévia e as categorias de Indicadores de Liderança, de Responsabilidade Pública, de Planejamento Estratégico, de Operacionalização Estratégica e dos Grupos de Usuários. Os indicadores buscaram explorar a rotina das atividades e o envolvimento dos participantes e usuários na gestão de laboratórios universitários de Odontologia, Nutrição e Farmacologia (laboratórios com influência direta sobre a saúde) e laboratórios universitários de Veterinária, Agronomia e Zootecnia (laboratórios com influência indireta sobre a saúde). Para cada Indicador foram delineadas três opções de respostas que permitisse analisar a existência da prática, da rotina, sua intensidade e a visão do participante quanto à administração da unidade laboratorial. Os resultados foram analisados comparativa e proporcionalmente em três abordagens. Na primeira análise, cada opção de resposta de cada indicador foi comparada entre todos os laboratórios. Na segunda análise, cada opção de resposta de cada indicador foi comparada entre os dois estratos. E na terceira análise, foi comparado o percentual de cada opção entre todas as respostas. Estabelecido o limite de tolerância, pode-se identificar: os indicadores que atendem a expectativa, a qual estrato pertence e em que proporção. Da mesma forma pode-se identificar os indicadores com maior comprometimento na gestão e de quantos participantes espera-se o não atendimento do indicador. Com a metodologia proposta foi possível visualizar a realidade da unidade laboratorial, verificar a flexibilidade em estabelecer o limite de aceitação por prioridades e perceber que com o uso das ferramentas de gestão é possível, com pequenas intervenções, esperar grandes resultados. Laboratory management has become essential due to health and enviroment concerns. Knowing all the processes and activities developed at the units and adopting good indicators to evaluate the performance, facilitates the internal control of the laboratories. The use of the indicators combined with management tools such as Total Quality Management, Process Redesign, ISO Standards, Lean Thinking and Error Management may provide a significant improvement at the efficiency. This Biomedical Engineering work, with Clinical Engineering and Management lines of research, aims at selecting and evaluating indicators that facilitate the internal control of the laboratories and induces its use by the decision makers and everyone in the Clinical Engineering. The internal control allows the detection of misapplications and corrections in the routine performance, thus providing a reliable work in the research results, tests and exams reports. The methodology consisted in selecting a set of indicators from the routines used in clinical laboratories because there is greater experience and publications at the management area. This set of indicators was applied to two laboratory profiles: laboratories that influence health directly and laboratories whose results of researches could affect the enviroment and, this way, impact indirectly on human heatlh. Sustained by works of the specialized literature by credible authors, 30 indicators were selected contemplating a Previous Evaluation and the categories of Leading Indicators, Public Responsability, Strategic Planning, Strategic Operationalization and User Group. The indicators tried to explore the activities routine and the involvement of the participants and users in the management of the Odontology, Nutrition and Pharmacology university laboratories (with a direct influence over health) and Veterinary, Agronomy and Zootechny university laboratories (with an indirect influence over health). To each indicator it was outlined three options of answers that allowed the analyses of the existence of the routine practice, its intensity and the participants’ vision concerning the management of the laboratory unit. The results were analyzed comparatively and proportionally into three approaches. In the first analysis, each answer option of each indicator was compared among all laboratories. In the second analysis, each answer option of each indicator was compared between the two strata. In the third analysis it was compared the percentage of each strata between all the answers. Being established the tolerance limit, it can be identified: the indicators that meet the expectations, to which strata it belongs and in what proportion. The indicator with major commitment in management and from how many participants no care of the indicator is expected can also be identified. With the proposed methodology it was possible to visualize the reality of the laboratory unit, verify the flexibility of establishing the limit of priorities acceptance and realize that with the use of the management tools it is possible to expect great results with small interventions.

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Monggae, Patrick Lesego. "Total Quality Management : perceptions of secondary school teachers/educators on TQM in the Lobatse, South-East and Kanye areas of Botswana / Patrick Lesego Monggae." Thesis, 2004. http://hdl.handle.net/10394/11417.

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The focus of this research study is to determine teacher's perceptions on Total Quality Management(TQM) in secondary schools in the Lobatse area, Kanye area and the South East District of Botswana. Lobatse is an urban area and this research was carried out in all the secondary schools of the town, whilst Ramotswa and Kanye are peri-urban areas. The schools in which this research was carried out consist of both Junior secondary schools and Senior secondary schools. TQM basically means conscious improvement, in this context on matters of education. Only well managed schools can provide quality education and "managed education" means quality education. School facilities, teachers, the principal, the students, learning materials, teaching methods, assessment and technology, forms the base in educational success in all comers of the global village. Therefore for the success of any form of education to be a reality, the above measures should always be available. A survey in the form of a questionnaire was carried out with the intention to get views from teachers form the locations mentioned above as samples. The perceptions are not radical from each other in general on matters pertaining to how education is administered generally in Botswana. However it is worth noting that to come up with a broad outline on important views from teachers, the questionnaire was systematically broken into subtopics each dealing with a specific area of interest in the profession. Those ranged from the biographical and demographical data that include among others ;gender, age category, school Location, school enrolment, academic qualifications among others. The study also dealt with all the measures that inculcate TQM as a tool to improve effectiveness, productivity and performance, the role of school management in the improvement of quality education, Total Quality Management principles and implementation of Total Quality Management in schools. Total Quality Management is also equated to Work Improvement Teams(WITs) and the Performance Management Systems(PMS).In this a strong academic relationship was realized since all theses programmes emphasize efficiency and productivity at workplace. If there is any difference among the three the there is a thin line of that hence the different ways they have been coined. Under Qualitative data, teachers were given a form to jot down their views and perceptions about Total Quality Management. This is a more open portion and views ranged from worries and concerns about the conditions of service that ranged from matters of accommodation, salaries and advancement in education like being sent for further education and being sent for courses to update themselves with the latest technology needs so as to increase accessibility of information in the process of teaching and learning in the classroom. Over and above other factors the research was a great success. (M.Ed.) North-West University, Mafikeng Campus, 2004

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Van, Schalkwyk Riaan Dirkse. "A total quality service framework for private higher education in South Africa." Thesis, 2018. http://hdl.handle.net/10500/25223.

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The primary purpose of this study was to develop an industry-specific total quality service framework (as a potential basis for an established total quality service model) for private higher education institutions in South Africa. The framework (as a tool) will contribute to the need to manage service quality of these institutions on a holistic and strategic basis. Service quality is a challenge for any enterprise, especially for those in the service industry. It is of particular concern for private higher education institutions and one of their key challenges due to the increasingly competitive, marketing-oriented and highly regulated environment. In this environment, these institutions have to function, survive and compete, not only with one another, but also with public institutions of higher education. Competition is on the increase, and private higher education institutions need to find new ways to compete if they wish to survive in this dynamic service industry environment. The offering of excellent service quality could add to the long-term sustainability of private institutions and it could therefore also be the differentiating factor for success. The literature review for this study suggested that service quality can only be improved by identifying industry-specific service quality dimensions as a basis for the development of industry-specific frameworks and models. Using a mixed methods research approach (exploratory sequential mixed methods research design), this research was conducted on six private higher education institutes with 13 sites of delivery. Stage 1 of the study consisted of the qualitative exploration of total quality service dimensions from a top management perspective by means of semi-structured in-depth interviews following a conversational mode. A thematic analysis approach was applied during the data analysis. The validity and reliability of the data were tested via different strategies of trustworthiness. The instrument development stage was added as an intermediate stage of the research study. The developed instrument was informed and complemented by literature as well as the qualitative findings. Stage 2 of the research study consisted of the quantitative exploration of the importance of total quality service dimensions from the perspective of the internal (lecturers) and external (students) customers. The questionnaire was distributed via e-mail to all specified students and lecturers of selected private higher education institutions in the sampling frame. Data analysis included an exploratory factor analysis approach, which was followed by a confirmatory factor analysis. A conceptual measurement model was presented consisting of five 26 dimensions (variables) represented by five primary constructs. Both the internal and composite reliability scores were strong and the confirmatory factor analysis yielded a model with good fit. The modified conceptual model demonstrated evidence of unidimensionality and construct validity. The final step in the data analysis process represented thematic analysis of responses to the only open-ended question in the questionnaire, which yielded additional service quality dimensions. The application of the exploratory sequential mixed methods research design thus culminated in the final total quality service framework, which consists of selected top management perspectives (qualitative stage), the conceptual measurement model (quantitative stage) and the additional service quality dimensions identified from the open-ended question analysis. The current study was a pioneering effort that bridged a significant gap with the development of the first total quality service framework for private higher education institutions in South Africa. The framework provides the first building blocks towards a comprehensive total quality service model for measuring, managing and continuous improvement of total quality service in private higher education in South Africa. Business Management Ph. D. (Management Studies)

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Bright, Glen. "A total quality management system for a university faculty." Thesis, 2011. http://hdl.handle.net/10413/9556.

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Total Quality Management, (TQM), is an internationally recognized system of improving quality in industry. Globally, academic institutions have also adopted the principles of TQM systems to enhance the quality of their operations. The main aim of this study was to determine whether a TQM system can be implemented at faculty level in a University and what resources would make it sustainable. Research data was obtained by surveying staff and students at the University of KwaZulu-Natal, (UKZN). A probability sample of 330, from a population size of 2500, was drawn from the Faculty of Engineering at UKZN. Qualitative and quantitative data from questionnaires and phenomenological interviews was collected for analysis to meet the studies objectives. A salient feature of the study was that all candidates surveyed believed that a TQM system was needed for the Faculty of Engineering at UKZN. The study also showed that staff and students believed that a TQM system would lead to improved quality, standards, operational efficiency, image and reputation for the Faculty of Engineering. The overall results revealed that a University faculty‟s operations would benefit from improved quality. A TQM system would be the most appropriate method of achieving improved quality across the board. The study led to the development of a TQM system framework and model that would benefit operations in a University faculty. The study can assist other University faculties that want to improve their operations, across the board, by using a TQM system. Thesis (MBA)-University of KwaZulu-Natal, Westville, 2011.

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Haile, Biruk Solomon. "Quality management of education in Ethiopian public universities." Thesis, 2014. http://hdl.handle.net/10500/19175.

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Quality management of higher education is a vital concern today. The purpose of this study was to examine education quality management practices of Ethiopian public universities and to investigate a relationship between three dependent variables (planning for quality education, implementation of plans and performance improvement) and five independent variables (identification of quality education, considering customers’ needs, performance tracking, education quality management strategies and taking actions). Both quantitative and qualitative data were collected by means of questionnaires and interviews. Respondents of the questionnaire items were 170 education managers and student union representatives. In addition, ten senior instructors and ten senior students were interviewed. The responses obtained using questionnaires were analysed using frequencies, percentages, means, modes, chi-square tests and Spearman’s correlation. Responses obtained using open ended items on the questionnaires and interview responses were analysed qualitatively using themes of issues most frequently obtained. This study showed that: in most Ethiopian public universities the educational quality planning process is not participatory. There is a gap in using their plans in guiding their day to day activities. Most universities do not regularly collect data on satisfaction levels of their customers. Educational process changes are not tested on small scale before a wide spread application. It also showed that there is a strong positive relationship between performance improvement and the four independent variables namely: considering customers’ needs, performance tracking, teaching methodologies and taking actions in Ethiopian public universities. Consequently, recommendations have been given so as to improve education quality management practices of Ethiopian public universities. This study hopefully contributes a lot for performance improvement of similar higher education system. Educational Leadership and Management D. Ed. (Education Management)

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Green, Paul Edmund. "An investigation into the quality of service delivery at the Durban University of Technology Pietermaritzburg campuses." Thesis, 2006. http://hdl.handle.net/10413/1002.

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This dissertation investigated the quality of service delivery at the Durban University of Technology (DUT) Pietermaritzburg campuses. According to du Toit (2004:182) student satisfaction is important in the Higher Education sector due to its role in effective enrolment management. It is essential for student perceptions of service quality to be evaluated and managed by the university. Iacobucci, et al (1995:277) emphasized that service quality and customer satisfaction are important concepts to academic researchers studying consumer evaluations as a means of creating competitive advantages and customer loyalty. According to the South African Department of Education (2004:3), the creation of a new merged institution must ultimately be accompanied by standardised service levels. Hence this study attempted to investigate the service levels of the merged institution in Pietermaritzburg. The research set out to measure service expectations of higher education as well as measure service perceptions at the DUT. The research also set out to establish the SERVQUAL gap, which causes unsuccessful service delivery (Gap 5) and examine the dimensions which contribute to Gap 5. A SERVQUAL analysis was undertaken on the two Pietermaritzburg campus, viz. Riverside and Indumiso campus. The study found that on average customers had high expectations in tangibles, reliability and assurance dimensions and their highest perceptions were found in the assurance dimension. The study also found that management of DUT need to apply a varying degree of attention to the dimensions between the two campuses. The key recommendation to management of DUT was to introduce a Total Quality Management (TQM) system and a service marketing management plan. In addition to implementing this, management also needs to develop a service-minded workforce. Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

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Mhlanga, Ephraim. "Quality assurance in higher education in Southern Africa : the case of the universities of the Witwatersrand, Zimbabwe and Botswana." Thesis, 2010. http://hdl.handle.net/10539/7599.

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Quality assurance is increasingly becoming an important aspect of higher education institutions in developing countries, as expressed in the development of relevant policies, structures and systems at national and institutional levels. This thesis critically examines the nature of quality assurance policies and practices in selected universities in the Southern African Development Community (SADC), as well as the factors that shape these policies. Through a close examination of these policies and practices, the thesis explains why some universities realise better quality than others, even though they fall within the same geographical region and share relatively similar historical legacies. Although this study was largely qualitative, it did not preclude quantitative dimensions. Integrating the two approaches made it possible not only to triangulate data, but also to engage in multidimensional analysis of some of the phenomena under investigation. While debates in the literature locate quality assurance within internal and external discourses, this does not sufficiently explain the tensions that were observed amongst the various stakeholders within institutions, especially between management and academic staff. The manner in which institutional policies were developed, the role academic staff played in the process, and the reporting lines associated with institutional quality assurance arrangements, are reflected in staff perceptions on whether or not they regarded the policies as internal to the academic community and the extent to which they own the policies. The main contribution of this thesis to debates on quality assurance is its revelation of the complexities that arise in institutional policy making as a result of the highly differentiated nature of the academy. This aspect points at the need for institutions to pay particular care in adopting most appropriate strategies that privilege the organic development of policies within institutions. On the whole, institutions were mainly preoccupied with developing quality assurance policies and systems that are comparable to international standards, hence the heavy reliance on external/international expertise in doing so. Whilst this is not necessarily a iii bad thing, the quality assurance systems that were developed did not take into account the contextual peculiarities of the studied institutions. A direct consequence of this was the development of policies and mechanisms that are more concerned with standardisation of procedures than with enhancement of academic practice. Such quality assurance systems have not resulted in the self-improvement of institutions. The establishment of quality assurance policies and the putting in place of structures and procedures are necessary but not sufficient conditions for enhancing academic practice in universities.

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Yang, Cheng-Yi, and 楊政誼. "The Case Study of Implement the Framework and the Flow of Total Quality Management in the Higher Education." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/25950502243940175308.

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碩士 長榮大學 企業管理研究所 96 The 21st century has become the era of knowledge economy and digitalization. In this era of knowledge economy, it essential for all to improve the quality of higher education. Total Quality Management (TQM) have been in used in the business world for years, and the result is impressed. It becomes the present stage to manage the solid service mainstream , also pours into a new strength to the enterprise competition promptly. 1980 ages last stages educational world also started to note the importance of TQM application in the education, thought the improvement education quality, applied TQM the idea and the technology, was a new ponder direction. This research is for the purpose of discussing the comprehensive quality control the related theory to apply implementation flow and its the overhead construction to the higher education. Passes the inquiry volume understanding Chang Jung Christian University the teachers and administrators and the student to the school administrative service quality and teaching quality present situation consciousness, by way of the material analysis reorganization and the reference material, proposed the Chang Jung Christian University inducts the comprehensive quality control suggestion implementation flow and its the overhead construction,when may supply other universities, colleges and institutes like must induct, may take the reference. This research teachers and administrators of and the student take the long glory university as the investigation object, effective sample number for teachers and administrators 227, student 555. Discovered after the thorough investigation and the statistical analysis that, (1) teachers'' and administrators'' service period of service, the different duty all can affect it to the administrative service quality and teaching quality present situation consciousness; (2) the student in the timing, the different status all can affect it to the administrative service quality and teaching quality present situation consciousness; (3) the administrative service and between the teaching each construction surface, has the high relevance. Finally acts according to asked the volume analysis result and the reference, proposed the document university implements TQM the overhead construction, namely the administrative service and the teaching each construction surface must carry on PDCA the circulation, satisfies the student, the field, the alumnus and guardian''s expectation, and further achieves the school the prospect, the idea and the objective. Moreover, TQM suggested the implementation flow contains five stages contents, namely inducts the time, becomes long-term, takes root the time, the conformity time, the strengthenedtime, supplies the long glory university to induct time refers. This research most major emphasis lies in, some schools which is different with other schools first induct TQM, after that again makes the investigation to the inside teachers and administrators and the student, finds out its implementation situation and degree of satisfaction consciousness. But this research is first makes the investigation to the long glory university''s teachers and administrators and the student, then according to the investigation result proposed again implements TQM the overhead construction and the flow, avoids blindly with from implementation TQM, carries out only then has the result.

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Kassa, Temesgen Melaku. "Measuring and modelling service quality in Ethiopian public higher education." Thesis, 2017. http://hdl.handle.net/10500/23732.

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This study serves two major purposes. First, it explores and validates attributes, dimensions and constructs that can be used to measure service quality in Ethiopian public higher education (EPHE) context. Second, it examines the interplay among the major service quality constructs and student related variables in search of a comprehensive theoretical framework for HE service quality. The study started its investigation by formulating a set of research questions that explore attributes, dimensions and constructs essential to measure service quality (RQ1), test for the measurement model fit (RQ2), examine the relationships or associations among the four service constructs and characteristics of students (RQ3), test for the structural model fit (RQ4), determine the causal relations among the variables in the structural model (RQs4.1 - 4.7), and assess service quality performances of EPHE institutions (RQ5). A mixed methods study with the qual-QUAN exploratory sequential design was employed to empirically answer the research questions. Fifteen interviewees took part in the qualitative phase. The interviews were analysed employing thematic analysis and narration of verbatim accounts. Three levels of themes that represent attributes, dimensions and constructs of service quality were identified and used to develop a questionnaire designed to measure service quality more objectively. The questionnaire was piloted at a pilot site involving 460 undergraduate students and its psychometric properties were determined. The main study was carried out in three universities selected from a target population of seven first generation public universities employing lottery sampling method. Concurrently, four programmes were chosen from a target population of 27 commonly offered programmes in the three sample universities employing systematic random sampling. Considering different batches and the four programmes as strata, 1412 undergraduate students were included in the main study using proportionate stratified random sampling technique. Descriptive and inferential statistics including factor analysis and structural equation modelling (SEM) were employed to address the research questions. The results from the qualitative and quantitative phases show that service quality can be measured by four constructs, of which three are multi-dimensional and one is a single dimensional construct. The four factor measurement model fit analysis resulted in an acceptable fit indices (i.e., CMIN/DF = 4.398, GFI = .915, CFI = .951, RMSEA = .049 and PCLOSE =.743) after some re-specifications and confirmed the structural validity of the instrument. Mixed results were obtained with regard to the correlations/associations between student characteristics and service quality constructs. After some re-specification, a structural model for the four service quality constructs and nine student related variables were identified with an acceptable fit indices (CMIN/DF=3.856, GFI=.901, CFI =.934 and RMSEA=.045, p=1.000). The path analyses also revealed that loyalty is a latent construct with 62% of its varaince predicted by the joint effects of percieved service quality, satisfaction and perceived gain. Each of these predicator latent constructs are also explained by some other control varaibles and latent constructs that have a predictive power ranging from 12% to 60%. Students perceived the current status of service quality in EPHE institutions as daunting in all constructs of service quality except perceived gain. Finally, conclusions pertinent to the measurement instrument and understanding of HE service queality are drawn, and recommendations that have theoretical and practical implications are forwarded. Educational Leadership and Management D. Ed. (Education Management)

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Shan, Wen-Hsiuan, and 單文暄. "The Recognition and Result Analysis of the Implementation of Total Quality Management in Taiwan Higher Education ：with Tamkang University an Example." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/45569697385649769025.

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碩士 淡江大學 公共行政學系公共政策碩士在職專班 98 The purpose of the study revolves around the staff’s perception to TQM (Total Quality Management) implemented in Tamkang University and the analysis of TQM effectiveness in accordance with framework for the assessment of National Quality Awards. The research method applied to this study includes questionnaire survey for fulltime staff of Tamkang University . Taking manage framework as an independent variable, and practical implementation as a dependent variable, this study is aimed to discuss the relation between both of the variables, as well as some issues as follow: (1) whether one’s perception of TQM differs due to their personal background (2) whether different personal background leads to distinctly different perception to TQM implemental effectiveness (3) whether the higher university staff’s perception to TQM contributes to the higher recognition of implemental effectiveness (1) The perception of those both professors and executives is higher than that of those either professors or executives. (2) There is no distinct difference owing to one’s personal background. (3) The higher university staff’s perception of TQM contributes to higher recognition of TQM implemental effectiveness.

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Ngwenya, Thengamehlo Harold. "Quality assurance in South African higher education and its implementation at the University of Durban-Westville." Diss., 2003. http://hdl.handle.net/10500/1615.

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Using the University of Durban-Westville as an illustrative case study, the study examines quality assurance policies and their implementation in the South African higher education system. The scope of the study covers a wide-ranging analysis of discourses underpinning quality assurance and a focused analysis of institutional policies. As one of its central aims, the dissertation investigates the tension between quality assurance as it is conventionally understood and quality assurance conceived as continuous organizational improvement based on the principles of total quality management. The study has two fairly distinct dimensions: a literature survey focusing on global trends and practices, and an empirical investigation focusing on the University of Durban-Westville. The literature study looks global systems, trends and practices, and provides a suitable point of departure for a contextual analysis of quality management in the South African higher education system. Relying on a questionnaire and semi-structured interviews as research instruments, the study's empirical component investigates the attitudes and perceptions of academic managers at UDW towards national and institutional quality assurance policies and mechanisms. The study's findings all point to a preference for a decentralised system of quality management with the government playing a peripheral monitoring role rather than a central policing role . This study also demonstrates that the distinction between academic development and quality assurance is a spurious one and should only be made for analytical purposes. Educational Studies M.Ed. (Educational Management)

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Muslim, Tufayl Ahmed. "Development of a quality management system framework for dental assisting education in South Africa." Thesis, 2014. http://hdl.handle.net/10321/1057.

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Submitted in fulfilment of the requirements of the Degree of Master of Technology: Quality, Durban University of Technology, 2014. There has been a call from society for both the provision of a quality education and for a quality “student” who can contribute to the economy and citizenry of South Africa. It therefore makes sense for any educational structure to develop and adopt, strategies and systems in order to meet these new calls, and to provide technologically relevant education that will meet the demands of modern society. This has led to a renewed need for consistency, conformity and quality within higher education. Concerns about students’ capabilities have been raised, and have led to questions about the accountability of higher education institutions. A quality management system framework may ensure that these higher education structures are able to deliver a quality education to their external and internal customers. This research investigated the current quality management systems used in dental assisting both locally and world-wide, and then developed a quality management system framework to suit South African conditions. An action research study, using data gathered from a purposive census sample, and data obtained by means of a mixed-method approach, was conducted in two phases. A preliminary study (Part A) was conducted amongst the four South African dental assisting education programme providers and deficiencies in the quality management systems of these programmes were identified. The preliminary work (Part B) in this study consisted of a comparative analysis of the quality management systems of a convenience sample of dental assisting education providers in twenty countries. Both good practices and deficiencies in practices were identified. A further review of the literature identified possible solutions to improve the quality of the dental assisting education programmes, and was used as the foundation for the development of the Dental Assisting Higher Education – Quality Management Framework (DAHE-QMF). The results of the preliminary study - the comparative analysis and the literature review - revealed that the development and implementation of a quality management system framework for dental assisting in South Africa could lead to an improvement of the standards of training, and thus the competence of the student. The framework will be presented to the four programme leaders at the four Universities of Technology that offer dental assisting education for their consideration of partial/total adaptation of the framework.

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Van, Schalkwyk Riaan Dirkse. "The impact of leadership practices on services quality in private higher education in South Africa." Diss., 2011. http://hdl.handle.net/10500/5596.

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The purpose of this study was to to investigate the impact of leadership practices on service quality in private higher education in South Africa as a source of competitive advantage. Higher education institutions and, more specifically, private higher education institutions, have faced increasing pressure on many fronts in recent years. These pressures include increased competition, lack of support from key constituencies, an increase in the size and diversity of the student population, dealing with changing technology, increased calls for accountability, a higher demand for quality by all the stakeholders involved, more responsibility for research and teaching and greater emphasis on efficient and effective management. The literature review for this study suggested that leadership impacts positively on quality and, equally important, on service quality. The academic leaders at these institutions have a tremendous influence on the quality of the education provided and the service rendered to the growing number of students. Using a quantitative methodology and a cross-sectional survey research design, this study was conducted on five campuses of a prominent private higher education provider across South Africa using two survey instruments. The Leadership Practices Inventory (LPI) questionnaire was utilised to conduct the leadership survey while the SERVQUAL instrument was applied in the service quality survey. The campus principals of the five campuses and some of their selected subordinates completed the LPI survey. The SERVQUAL questionnaires were completed by 984 students from the five campuses. Correlation analysis was the major statistical tool used to analyse the data. The findings of the study indicated a strong positive linear correlation between the leadership practices of principals and service quality to students at these institutions. Business Management M. Com. (Business Management)

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Malepe, Jabulile Ivonne. "Perception of educators towards the implementation of an integrated quality management system in the White Hazy Circuit : Mpumalanga Province." Thesis, 2017. http://hdl.handle.net/10386/1925.

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Thesis (M. Dev.) -- University of Limpopo, 2017. The purpose of this study was to assess and reflect on the perceptions of educators towards the implementation of an Integrated Quality Management System in the White Hazy Circuit, Mpumalanga Province. The IQMS is a clear reaction to the autocratic mode of evaluation that operated during the Apartheid era and is a major shift from the old paradigm of external evaluators. The new paradigm calls for a joint collaboration between schools, districts and supervisory unit with the main aim to enhance the quality of education in South Africa. The researcher used quantitative method for this study. In its quantitative approach the study was to describe, analyse and interpret the data to determine if there were any negative perceptions among White Hazy educators about IQMS implementation. The reason to use this approach was to obtain the detailed descriptions of the information required for the study. Secondly results are based on objective method which can be expressed in a specific management technology. Data collection was done using structured questionnaires (N = 97). Respondents of all post level in the teaching profession participated. The participants were selected randomly to give equal participation of all respondents from 16 selected schools. The participants come from both primary and secondary schools. The study highlighted that compliance, lack of training, shifting of responsibility to one another and insufficient time for development play a significant role in IQMS implementation. The findings revealed that the IQMS Policy is implemented in schools. However, there are some areas where there is a lack of school based teacher development to some schools and there is no consistency in the implementation which affected teacher performance and learner performance. The results which arose from the study suggested the following recommendations: quarterly training to enhance service delivery and the reviewing of the current policy to cover trends of contemporary conditions in schools and to capacitate school management teams to become effective in the IQMS implementation.

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Chien, David, and 簡大為. "Investigating the proper strategy of using Total Quality Management approach on higher education by evaluating the present quality status of the campus-using Fu-Jen University as an example." Thesis, 1999. http://ndltd.ncl.edu.tw/handle/68752853749246844555.

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碩士 輔仁大學 管理學研究所 87 In order that the great effect of Total Quality Management is obvious in the business realm, recently a lot of educational organization abroad has begun to endeavor to apply TQM onto the educational environment to react well against economic depression ,government tax pressure and budget cuts.In order to investigate how to apply TQM on to higher education, this thesis introduced the real example of Oregon State University,and by refering to the basic standards and morality of the quality awards of Japan,the U.S. and Taiwan,and as an example,questionnaire is made to gather the attitute and the subject feeling of the present quality status of the members of Fu-Jen University,including the students,the professors and the other staff of the college. The main matters to gather include: 1.affect(to value the power of affect on his learning,teaching and work) 2.responsibility(the commitment to learning,teaching and work) 3.initiative(the degree of initiativeness of the learning,teaching and working environment) 4.need to change(the need to change of the learning,teaching and working environment) 5.satisfactory or not(whether he or she is satisfactory with the environment) 6.teamwork(the probability of teamwork of the learning,teaching and working environment) 7.quality focus(the commitment to quality of the group the person belongs to) the result of the questionnaire is as follows: 1.The score of student of Fu-Jen University is highest on "responsibility" and "initiativeness", lowest on "the need to change" 2.The score of professors of Fu-Jen University is highest on "responsibility" and "quality focus", lowest on "the need to change" 3.The score of staff of Fu-Jen University is highest on "initiativeness" and "quality focus", lowest on "the need to change" 4.Of all the student,on "quality focus" male is obviously higher than female.on "affect","initiativeness", and "satisfactory or not" there exists obviously differences. 5.Of all the professors,there is no difference on all population variables. 6.Of all the staffs, on "quality focus" female is obviously higher than male,and the group of age 31-46 is higher than 37-42. 7.There are obvious differences between the score of students,professors and staff.The score of students are all obviously lower than the score of professors and staff. The score of professors, except on "initiativeness",exists no obvious differences. 8.There are 59.57% of students who has had experience of being any main member of afterclass activity clubs or being in teamwork with other people.On all population varibles,except the age group of "older than 25 years old", people who has had such kind of experience are more than those who hasn''t had such experience.The will of joing any teamwork if necessary in the future is obviously higher of those who has had experience of teamwork.

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48

Van, Schalkwyk Riaan Dirkse. "The impact of leadership practices on services quality in private higher edcation in South Africa." Diss., 2011. http://hdl.handle.net/10500/5596.

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The purpose of this study was to to investigate the impact of leadership practices on service quality in private higher education in South Africa as a source of competitive advantage. Higher education institutions and, more specifically, private higher education institutions, have faced increasing pressure on many fronts in recent years. These pressures include increased competition, lack of support from key constituencies, an increase in the size and diversity of the student population, dealing with changing technology, increased calls for accountability, a higher demand for quality by all the stakeholders involved, more responsibility for research and teaching and greater emphasis on efficient and effective management. The literature review for this study suggested that leadership impacts positively on quality and, equally important, on service quality. The academic leaders at these institutions have a tremendous influence on the quality of the education provided and the service rendered to the growing number of students. Using a quantitative methodology and a cross-sectional survey research design, this study was conducted on five campuses of a prominent private higher education provider across South Africa using two survey instruments. The Leadership Practices Inventory (LPI) questionnaire was utilised to conduct the leadership survey while the SERVQUAL instrument was applied in the service quality survey. The campus principals of the five campuses and some of their selected subordinates completed the LPI survey. The SERVQUAL questionnaires were completed by 984 students from the five campuses. Correlation analysis was the major statistical tool used to analyse the data. The findings of the study indicated a strong positive linear correlation between the leadership practices of principals and service quality to students at these institutions. Business Management M. Com. (Business Management)

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49

Ramlagan, Rabindutt. "An investigation into quality practices at private higher and further education institutions in the Durban Central Business District." Thesis, 2009. http://hdl.handle.net/10321/469.

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Submitted in fulfilment of the requirements for the Masters Degree in Technology: Quality, in the Department of Operations and Quality Management, Durban University of Technology, 2009. Higher education institutions are faced with an increasing number of complex challenges including implementing and maintaining a quality management system. In addition, the transformation of higher education brought about further regulations, especially to private higher and further education institutions. Managing the change in private higher and further education became complex as institutions were required to meet the Department of Education’s registration requirements and the HEQC and Umalusi Council’s quality audit criteria requirements. Hence, this study reviewed related literature which represented sources of information, to determine the nature of PHE and FET institutions. The literature further scanned business quality tools and the SAEM and their applicability to private higher and further education. It was established that the TQM philosophy and the ISO 9001: 2000 quality standard, applied in an integrated system, was suitable for higher education. The review identified the SAEM as a suitable model to use as a basis for an integrated quality management system. From the literature review, the nature of PHE and FET institutions and the requirements of the HEQC and Umalusi Council were established. A significant finding was that PHE and FET institutions did not have an internal quality management system in place. This revelation led to the research investigation on finding the needs and deficiencies of FET and PHEIs. A questionnaire, using mainly open-ended questions, was designed and administered to FET and PHEIs for this purpose. The responses revealed that some quality practices were in place but, overall, the quality arrangements were inadequate. The results of the research investigation and the principles of the business quality tools were integrated into the SAEM’s principles. This process led to the formation of an Integrated Quality Model. This Integrated Quality Model was recommended as an internal quality management system for FET and PHEIs

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Houston, Donald James. "Exploring quality in a university : a critical systems approach : a thesis presented in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Educational Studies at Massey University, Palmerston North, New Zealand." 2007. http://hdl.handle.net/10179/1301.

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Since the 1990s quality management has been translocated from industry into higher education. However, there is little evidence that improvement in the core functions of universities has resulted. This study adopts a critical systems approach that is grounded in a critique of prevailing models of quality management to explore quality in a university. It examines the potential of Critical Systems Thinking enacted through Total Systems Intervention (TSI) to promote improvement. A case is made for local intervention towards improvement. The thesis is structured around the three modes of TSI, namely Critical Review, Problem Solving and Critical Reflection. A Critical Review of Quality Management suggests that the opposition of academics to quality initiatives in general, and to Quality Management in particular, is rooted in its language and underlying image of organization. This proposition is explored through an analysis of key Quality Management definitions and concepts in relation to the university. The importance of language, metaphors and images of organization are explored. The fitness for purpose of industrial models of quality for universities is challenged. TSI is employed in its Problem Solving mode to describe the quality problem for an academic unit within a university in New Zealand initially from the perspective of its staff and students. For them, the quality problem mainly related to better promoting learning. Analysis and reflection on the problem and context drawing on systems methodologies shaped interventions for improvement. Critical Reflection on a cycle of participative creativity, choice and implementation identified cultural, structural and environmental factors that present threats not only to quality improvement but also to the viability of the unit. The main findings and conclusions question the appropriateness of current models of QM in the university. The thesis demonstrates key systemic problems in higher education; provides a rationale for systemic interventions; identifies pressures that make resistance to systems thinking almost inevitable; and illustrates that TSI is more appropriately used by external researchers than insider researchers. Nevertheless, critical systems approaches, in particular boundary critique, help to structure the problem of improving quality in locally meaningful ways. The challenges of using systems ideas and systems methodologies in the university context, however, are substantial.

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