TY  - JOUR
AB  - In keeping with the socio‐economic and cultural transformation that has placed newer demands on the educational system, in terms of greater responsibility and accountability and increased expectations by stakeholders, the system has been pressurized to shift its focus from one in quantitative expansion to one with emphasis on quality. Such shifts and changes are being witnessed not only in the developed countries, but also in the developing countries of the world. The education system, and more so the higher education system in particular, in an attempt to react to the demands and ever increasing pressures from itsstakeholders, finds itself in a market‐oriented environment, with internal and external customers; wherein, “delighting the customer”, is the rule for survival in the long run. “Delighting the customer”, is the core message of total quality management (TQM) and, hence, there is a need to identify and apply the relevant concepts of TQM to each and every aspect of academic life; that is, to the teaching, learning and administrative activities. The paper is a theoretical attempt at conceptualizing TQM in education.
VL  - 16
IS  - 2
SN  - 0954-478X
DO  - 10.1108/09544780410523044
UR  - https://doi.org/10.1108/09544780410523044
AU  - Sahney Sangeeta
AU  - Banwet D.K.
AU  - Karunes S.
PY  - 2004
Y1  - 2004/01/01
TI  - Conceptualizing total quality management in higher education
T2  - The TQM Magazine
PB  - Emerald Group Publishing Limited
SP  - 145
EP  - 159
Y2  - 2024/04/19
ER  -