A TQM Study: Integrating the Importance‐Performance and Intra‐Organization Impact Analyses
Abstract
This study demonstrates the value of employing a TQM perspective in institutions of higher education. Using data collected from a Mid‐Atlantic university,Importance‐Performance Analysis and Intra‐Organizational Impact Analysis are introduced. An integration of the results of the two analyses identifies those areas within the university where cooperative arrangements are necessary to achieve improved performance and customer satisfaction.
Keywords
Citation
Quazi, H.A., Dolinsky, A.L. and Twomey, D.F. (1994), "A TQM Study: Integrating the Importance‐Performance and Intra‐Organization Impact Analyses", American Journal of Business, Vol. 9 No. 1, pp. 17-24. https://doi.org/10.1108/19355181199400001
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited