Quality Management System in Academic FOR Quality Service

Quality Management
System in Academic
FOR
Quality Service

TQM
TQM - A comprehensive and
fundamental rule or belief for teaching
and operating a school aimed at
continually improving performance over
the long term by addressing the needs
of all customers.
Source: ISO
TQM is not just a technology and a
system, it requires a PROACTIVE
ATTITUDE.
Benefits of TQM
1. Employees feel better about themselves and their efforts on the
job, and they take greater pride in their work.
2. Administrators often feel less isolated, misunderstood, and

burdened.
3. Productivity goes up, as work processes are improved

continuously.
4. Provides better service to its primary customers – students,

employees and employers.
5. Increased viability and profitability

WHY TQM FAILS?
• Failure of top management to be personally involved in their
company’s effort toward quality.
• It is viewed as the flavor of the month or as “project for this

school year”
• Paying inadequate attention to internal and external

customers.
• Inability to change organization culture.
• Lack of continuous training and education.
• Improper planning.
• Insufficient resources.
PROACTIVE REACTIVE
1. Focus on things you can 1. Worry on things you can’t
control (ourselves, control (color of skin,
parents, weather)
attitude)
2. I’ll do it. 2. I’ll try.
3. Continue to be 3. Scrutinize your friend

hardworking person. and find his weakness.
4. Are not easily offended. 4. Victimitis virus (blame

and complain).
5. Think about solutions 5. Think about problems
and options. and barriers.
6. Be first to apologize. 6. Don’t apologize.
TQM in Education Applies at Two Levels
• Micro Level
Classroom Setting (as a teacher)

School Wide Setting (as an administrator)
• Macro Level
Education sector
WHAT IS TOTAL QUALITY?
• Total Quality is Total in two senses:
– It covers every process/function

(academic affairs, student affairs,
marketing, accounting, finance, human
resources, etc.)
– It covers every job (top and middle

management, teachers, students, non
teaching employees).
• Compatibility Compatibility that
exists between TQM and Marketing
• Marketing – the ultimate objective is

to understand and satisfy the needs
and wants of customers.
• TQM is anchored in the concept of

customer satisfaction.
WHAT IS MARKETING ROLE?
Marketing can act as a driving force in achieving the
primary objective of total quality: maximizing customer
satisfaction at the lowest delivered cost.
An Integrated Model of Total Quality and

Marketing Orientation- Enrollment-Research-
Instruction-Community Extension (ERIC)
Total Quality Offering
Market Orientation School Viability

TQM Framework
Ultimate Goal Better Tomorrow for Everyone
Effective Use of Resources

Intermediate
Efficiency Improvement
Goal
Economic Operation
T
Approach/ Q
Strategy Method M
5S SS QC KM PM ISO
Beliefs/
Foundation ACCREDITATION IQUAME
*ISO CERTIFICATION
(Documented Quality Systems
& Procedures)

*ACCREDITATION
(Documented Quality
Education Process)

ISO Certification And Accreditation Interface
The four (4) major quality elements covered in ISO 9001 certification
version 2000 can enhance and complement the nine (9) major areas
of accreditation process specifically in the following design:
Organization and Administration
Purposes and Objectives
Management
Responsibility
Student
Faculty Personnel
Measurement,
Resources Services
Management Analysis
Laboratory Improvement Purposes
Service or and
Library Objectives
Product
Realization Faculty
Physical Instruction
Facilities Student Personnel
Services
Social Orientation and
Community Involvement
5S
English
IQuAME stands for
Institutional Quality Assurance
SORT (kind/variety) Monitoring and Evaluation
(Commission on Higher
Education)
SYSTEMATIZE (regulate)
SWEEP (clear)
SANITIZE (clean/wash)
SELF-DISCIPLINE
PRINCIPLES OF TQM
Customer focus
Continual Improvement
Leadership
Involvement of people
Process approach
System approach to Management
Factual approach to decision-making
Customer Focus
Organizations depend on their
customers and therefore
should understand current
and future customer needs,
should meet customer
requirements and strive to
exceed customer
expectations.
QUALITY MANAGEMENT PRINCIPLE

Schools have both internal and external
customers.
Internal customers are the students, teachers,

employees, administrators, and school board.
External customers are the parents,

employers,alumni,suppliers,community and
government.
• In a service organization like an academic
library the customer satisfaction means
fulfilling expectations.
• Librarians must find out what readers

want and concentrate upon providing it.
• Designing an appropriate service means

asking
• • Who are the customers?
• • What do they want?
• CUSTOMER SERVICE IS NOT EASY.
EVERYONE HAS AT SOME TIME BEEN
CHALLENGED BY A DIFFICULT
CUSTOMER.
• THE SKILLED FRONTLINER IS

CONSTANTLY FACED WITH SITUATIONS
THAT REQUIRE THE UTMOST SKILL,
DIPLOMACY, AND POSITIVE ATTITUDE
CUSTOMER BEHAVIOUR
• CUSTOMERS TALK. WHETHER SERVICE IS GOOD

OR BAD, THEY TALK.
• IF YOU PROVIDE EXCEPTIONAL CUSTOMER

SERVICE, YOUR CUSTOMERS MAY TELL AS MANY
AS TWO OR THREE PERSONS,
• BUT WHEN SERVICE IS LESS THAN EXPECTED,

THOSE SAME CUSTOMERS WILL GIVE THE
NEGATIVE EXPERIENCE TO TWENTY TO THIRTY
POTENTIAL CUSTOMERS SS
• RESEARCH SHOWS THAT 90%- 95% OF
UNHAPPY COMPLAINING CUSTOMERS
WILL BECOME OUR MOST LOYAL
CUSTOMERS IF WE HANDLE THEIR
PROBLEMS IN A PROMPT, POLITE, AND
PROFESSIONAL MANNER.
• WHEN YOU ACCEPTED YOUR POSITION,
YOU AGREED TO PROVIDE AN EXCELLENT
SERVICE TO YOUR CUSTOMER IN
RETURN FOR A MONTHLY SALARY.
• STATISTICS INDICATE THAT 90% OF

CUSTOMERS ARE TURNED AWAY BY AN
ATTITUDE OF FRONTLINE PERSONNEL
The Student
The student is the most important
visitor of our school
He is not dependent on us
We are dependent on him
He is not an interruption of our work
He is the purpose of it
He is not an outsider of the organization
He is part of it
We are not doing him a favor by serving him
He is giving us the opportunity to do so.
- Mahatma Gandhi
THE STUDENT IS THE FOCAL
POINT OF THE SCHOOL.
WITHOUT THE STUDENTS,
TEACHERS AND LIBRARIANS
WOULD BE OUT OF WORK.
Leadership
Leaders establish unity of
purpose and direction of the
organization. They should
create and maintain the
internal environment in which
people can become fully
involved in achieving the
organization’s objectives.

Quality is a cultural change that causes
an organization to change the way things
are done. People are resistant to change,
and management must support the
change process by providing people with
the education, tools system, and
processes that promote quality.
Involvement of People
People at all levels are the
essence of an organization
and their full involvement
enables their abilities to be
used for the organization’s
benefit.

• The quality policy is a formal statement
from management, closely linked to the
business and marketing plan and to
customer needs. The quality policy is
understood and followed at all levels and
by all employees. Each employee needs
measurable objectives to work towards.
Everyone must participate in the
quality transformation. Quality is not
just the school board or Dean’s
responsibility. It is everyone’s
responsibility. Quality demands that
everyone contributes to the quality
effort.
Formation of Quality Circles Among
Staff
Quality Circle is a group of employees

who meet regularly and discuss
situations affecting their section/unit
and implement immediate solution.
Process Approach
A desired result is achieved
more efficiently when
activities and related
resources are managed as a
process.

• Decisions about the quality system are made
based on recorded data and the system is
regularly audited and evaluated for conformance
and effectiveness.
• You need a documented procedure to control

quality documents in your company. Everyone
must have access to up-to-date documents and
be aware of how to use them.
System Approach to
Management
Identifying, understanding and
managing interrelated
processes as a system
contributes to the
organization’s effectiveness
and efficiency in achieving its
objectives.

Continual Improvement
Continual improvement of the
organization’s overall
performance should be a
permanent objective of the
organization.

Continuous Improvement or
“KAIZEN” means on going
improvement that involves everyone
in the school, including both
managers and employees. In
business or in school, everything
changes, including customers and
suppliers.
Deming & Shewhart developed the
Plan, Do, Check, Act, or PDCA cycle.
Following the PDCA Cycle
Plan Act
Do Check
PDCA CYCLE
Factual Approach to
Decision Making
Effective decisions are based

on the analysis of data and
information. Data are critical
to decision making in a TQM
culture. Quick, easy access to
data is important; data
retrieval must be efficient

You can’t improve what you can’t
measure. The objective of
Benchmarking is to gain a competitive
advantage by identifying, measuring,
and emulating best practices both inside
and outside the organization.
Benchmarking is the continuous
process of measuring products,
services, and practices against those
companies recognized as leaders.
Quality is above all an attitude
of mind. It seeks to
continually improve what
already exists (Kaizen). It is
based on the belief that one
can do things better today
than yesterday and better
tomorrow than today. - CEI
THANK YOU !

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Quality Management

2. Administrators often feel less isolated, misunderstood, and

3. Productivity goes up, as work processes are improved

4. Provides better service to its primary customers – students,

5. Increased viability and profitability

• It is viewed as the flavor of the month or as “project for this

• Paying inadequate attention to internal and external

• Inability to change organization culture.

• Lack of continuous training and education.

2. I’ll do it. 2. I’ll try.

3. Continue to be 3. Scrutinize your friend

4. Are not easily offended. 4. Victimitis virus (blame

Classroom Setting (as a teacher)

– It covers every process/function

– It covers every job (top and middle

• Marketing – the ultimate objective is

• TQM is anchored in the concept of

An Integrated Model of Total Quality and

Total Quality Offering

Market Orientation School Viability

Effective Use of Resources

QUALITY MANAGEMENT PRINCIPLE

Internal customers are the students, teachers,

External customers are the parents,

• Librarians must find out what readers

• Designing an appropriate service means

• THE SKILLED FRONTLINER IS

• CUSTOMERS TALK. WHETHER SERVICE IS GOOD

• IF YOU PROVIDE EXCEPTIONAL CUSTOMER

• BUT WHEN SERVICE IS LESS THAN EXPECTED,

• STATISTICS INDICATE THAT 90% OF

QUALITY MANAGEMENT PRINCIPLE

QUALITY MANAGEMENT PRINCIPLE

Quality Circle is a group of employees

QUALITY MANAGEMENT PRINCIPLE

• You need a documented procedure to control

QUALITY MANAGEMENT PRINCIPLE

QUALITY MANAGEMENT PRINCIPLE

Effective decisions are based

QUALITY MANAGEMENT PRINCIPLE

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