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Unit 24: Total Quality Management

one. Using some of the elements of cooperative learning also empowers the students by sharing Notes
some of the teaching role with the faculty. A secretary who is allowed to choose how the work
is to be done and has a voice in some of the administrative decisions that affect secretarial work
will be a much more productive and happy worker. Barriers between departments and colleges
should be dismantled; each professor can learn a lot by studying the operation of another
department.
13. Organization-wide involvement
Everyone in the institution must be included in the education process and be aware of and
concerned for their immediate ‘customer’. Lab technicians who sit in on the courses that they
support will have a much better, idea of how their work contributes to the mission. Secretaries
who learn about new techniques and technologies for use in the office are much more likely to
suggest improvements to the processes they are exposed to. Professors should audit courses in
other departments, particularly those courses that are prerequisites for their own courses. Faculty
members who learn about TQM are much more likely to endorse the concept and to suggest
new ways to implement TQM in their jobs. One cannot predict just what piece of knowledge
will spark the idea that will lead to a significant process improvement.

Elementary School College Training

Parents Students Middle Parents Students Employer Parents Students Employer
School
Figure 1 : Relative customer importance

14. Define management’s responsibilities to make it happen
Management, at every level but particularly at the very top, must take and show pride in
adopting the TQM philosophy. The meaning of each of the 14 points as related to the mission
must be clear to all involved. This is not a trivial process; a good deal of time must be spent in
analyzing the various processes and discussing how the 14 points relate to those processes. The
time spent in this effort forms the foundation for all of the TQM implementation.

24.4 Applications of 14 Points of Total Quality Management

The above 14 points are very general. When TQM is successfully applied, it is a result of a careful
study of each point and a clear determination of how each applies to the situation at hand. No two
applications of TQM will be the same. The form that a particular implementation takes is dependent
on many factors such as the size of the institution, whether the institution is private or public, and
the strengths of the people involved, but the most important variables are the maturity of the students
and the involvement of the employer. Careful consideration of all aspects of the educational system
will help determine just how the TQM implementation will ultimately look.
The principles of TQM can also be applied to high school, middle school, and elementary school
educational processes as well as to training situations. The principle differences in the implementation
of TQM will be the result of the relative weight assigned to each of the customers at the different
levels of education. The weighting that is applied is primarily the result of the maturity of the
students, but there are other considerations as well. For example, in elementary schools the most
important customers, listed in order of importance, are the parents of the students, the students

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