A conceptual framework for guaranteeing higher education

Abstract

The lessons of quality management apply to services as well as tangible goods. Awareness also has been increasing that services, like tangible goods, can be guaranteed as a means of implementing a total quality management (TQM) orientation in the organization. While higher education has been exploring some of the tenents of TQM, it has been slow to embrace the power of service guarantees. In this conceptual article we present a system of service guarantees designed to foster a TQM orientation in higher education. We propose that institutions consider a system of guarantees aimed at three primary constituent groups – students, faculty, and employers – over the short, medium and long term. The rationale and implications of the guarantee system are explored, and possible impediments are discussed.

Citation

Lawrence, J.J. and McCollough, M.A. (2001), "A conceptual framework for guaranteeing higher education", Quality Assurance in Education, Vol. 9 No. 3, pp. 139-152. https://doi.org/10.1108/09684880110399103