Quality assessment, total quality management and the stakeholders in the UK higher education system

Abstract

Two simple models are developed to identify the customer of higher education (HE), as the customer′s requirements are key to total quality management. One is based on a product analogy and the other on a service analogy, but they are inadequate as each identifies a different customer. A more comprehensive model is proposed using a systems approach which identifies 12 stakeholders who contribute to, or benefit from, HE. The quality assessment (QA) procedure for HE in the UK is summarised. The paper concludes that the stakeholder’s interests are not fully addressed by the current QA procedure.

Citation

Reavill, L.R.P. (1998), "Quality assessment, total quality management and the stakeholders in the UK higher education system", Managing Service Quality: An International Journal, Vol. 8 No. 1, pp. 55-63. https://doi.org/10.1108/09604529810199395