Total quality management: Some implications for the management of distance education

Abstract

Total quality management, which was initially developed as a strategic option for manufacturing industries, means adopting a philosophy of continuous improvement and of putting the customer first. However, the concept is now being widely and successfully implemented in service industries. If translated into educational terms, the philosophy is consistent with a learner‐centred approach and the pursuit of excellence, and offers a constructive and positive method for dealing with the changes occurring in the education sector. This paper examines the concept of total quality management and explores possible implications of distance education institutions adopting the approach.