Page 326 - DEDU503_EDUCATIONAL_MANAGEMENT_ENGLISH

Educational Management Dinesh Kumar, Lovely Professional University

Notes Unit 24: Total Quality Management

CONTENTS
Objectives
Introduction
24.1 Total Quality Management

24.2 Principles of Total Quality Management
24.3 Deming’s 14 Points of Total Quality Management
24.4 Applications of 14 Points of Total Quality Management
24.5 Summary
24.6 Keywords
24.7 Review Questions
24.8 Further Readings

Objectives

The objectives of this unit can be summarised as below :
• To explain about the principles of Total Quality Management
• To discuss about the Deming’s 14 Points of Total Quality Management
• To describe about the Applications of 14 Point’s of Total Quality Management in Education

Introduction

Total Quality Management (TQM) is a powerful tool in the educational setting even though it was
developed with manufacturing processes in mind. The key elements to a successful implementation
are (1) gain the support of everyone in the chain of supervision, (2) identify your customers, (3)
focus on refining the process, and (4) use Deming’s 14 Points as a guide and checklist during the
implementation effort. The final result will be a more efficient operation and a teamwork attitude
rather than an ‘us versus them’ attitude between faculty and students.

24.1 Total Quality Management

Total Quality Management (TQM) was first espoused by Dr. W. Edwards Deming in the late 1950’s.
His ideas were not accepted by US industry but were heartily endorsed by Japan in their recovery
from World War II. Largely as a result of the implementation of TQM, ‘Made in Japan’ has changed
from a derogatory term to high praise.
In the 1980’s, US industry began to see the value of a TQM approach. Such companies as Motorola
and Federal Express have turned failing companies into world leaders. Motorola now does a good
deal of business selling to Japan. Universities, however, have been slower to see the value of using
TQM in their business, although several schools are now using TQM to improve the administration
of the university.

320 LOVELY PROFESSIONAL UNIVERSITY