Based on an extensive review of literature on total quality management (TQM) in higher education, proposes a specific definition of “customer” and develops a comprehensive TQM model that comprises eight steps. The definition of “customer” and the TQM model developed can serve as a basic foundation for colleges and universities to follow when implementing TQM at their respective institutions. Recommends a list of things to do and problems to look for when implementing a TQM project.
Kay Michael, R., Sower, V. and Motwani, J. (1997), "A comprehensive model for implementing total quality management in higher education", Benchmarking for Quality Management & Technology, Vol. 4 No. 2, pp. 104-120. https://doi.org/10.1108/14635779710174945Download as .RIS
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