Total Quality Management & Business Excellence · 2004 · 39 citations · 17 references
Total Quality ManagementEngineeringMalcolm Baldrige CriteriaHuman Resource ManagementQuality EvaluationProgram EvaluationQuality Management SystemInternational UniversitiesQuality CriterionManagementComparative AnalysisQuality CostAccreditationStrategic ManagementQuality ImprovementHigher EducationQuality AssuranceIso 9000BusinessQuality CharacteristicProgram Quality
The paper compares the implementation of quality management programmes of higher education in US and international academic institutions. The comparison is based on the use of formal quality models such as ISO 9000 and Malcolm Baldrige Criteria, Quality-of- Design, Quality-of-Conformance, and Quality-of-Performance. An interesting outcome was the absence of Quality-of-Performance among US universities.
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John C. Anderson, Manus Rungtusanatham, Roger G. Schroeder et al. · Decision Sciences · 1995 · 502 citations
Total Quality Management, Customer Satisfaction, Engineering +20