Page 332 - DEDU503_EDUCATIONAL_MANAGEMENT_ENGLISH

Educational Management

Notes themselves, and the middle school to which the students are headed. As the maturity of the students
increases, the students replace the parents as the most important customer. In a training situation,
the most important customer is the organization that needs the individuals trained. Regardless who
your primary customer is, it is essential that the students be included in the list of customers. Figure
1 shows a qualitative assessment of the relative importance of various customers in different
educational environments. Please keep in mind that only a few of the potential customers have been
presented, but students must be considered in each case.

What are breakdown barriers ?

Self Assessment

1. Fill in the blanks :
(i) Total Quality Management is a ______ management philosophy.
(ii) The 14 points of ______ form a framework for the implementation of TQM.
(iii) In the academic setting, fear is often a big factor in ______ and faculty performance.
(iv) The principles of TQM can be applied to all types of ______.

24.5 Summary

• 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.
• The one factor that is the most influential in the success or failure of a TQM implementation
effort is universal endorsement, in particular at the top.
• It was also very important to get the endorsement of the students as well as those up the chain.
To earn the student’s endorsement, we had to make them part of the solution. TQM is a
participative management philosophy, and the students had to participate throughout the effort.
Once the commitment is made to implement TQM one of the first steps is to identify the
‘customers’ or stakeholders. To do this, you must treat the educational process as a system; all
elements and the interactions between those elements must be addressed.
• A systems approach to industrial process improvement is relatively common now. In an
Industrial application, the customers will include the purchaser of the product or service,
suppliers, subcontractors, etc.
• The 14 points of Dr. W. Edwards Deming form a framework for the implementation of TQM.
• Our purpose here is to give some food for thought and suggest by comparison a methodology
one could use to apply TQM to a unique situation.
(i) Create constancy of purpose
Develop a mission statement as your corporate purpose or aim. For example, the mission
statement for a university might be, ‘To develop the skills, attitudes, and motivation in our
students so they will become responsible citizens and be capable of making positive
contributions to society.’
(ii) Adopt a new philosophy
Insist on quality in everything—classroom instruction, bookstore service, campus policing,
restroom cleaning, interactions with the legislature—everything.

326 LOVELY PROFESSIONAL UNIVERSITY