Total Quality Management in Education - 3rd ed.

Cover:

Contents:

1. Basics

• The message of quality
• Why quality
• The four quality imperatives
• The origins of the quality movement
• The contributions of Deming, Shewart and Juran
• The growth of interest in quality

2. Quality

• The idea of quality
• Quality as an absolute
• The relative notion of quality
• Two concepts of quality
• The consumer’s role in quality
• Quality control, quality assurance and total quality
• The educational product
• Service quality
• Education and its customers

3. TQM

• TQM—some misconceptions
• Continuous improvements
• Kaizen
• Changing cultures
• The upside-down organization
• Keeping close to the customers
• Internal customers
• Internal marketing
• Professionalism
• The quality of learning
• Barriers to introducing TQM

4. Gurus

• W Edwards Deming
• Joseph Juran
• Philip Crosby—Quality is Free
• Tom Peters
• Kaoru Ishikawa

5. Kitemarks

• ISO9000
• Investors in People UK
• The Deming Prize (Japan)
• The Malcolm Baldrige National Quality Award (United States)
• The European Quality Award

6. Organization

• Institutional life-cycle theory
• TQM organizations
• Lean form, simple structure

7. Leadership

• The educational leader
• Communicating a vision
• The role of the leader in developing a quality culture
• Empowering teachers

8. Teamwork

• The importance of teamwork in education
• Teams—the building blocks of quality
• Team formation
• The effective team
• Quality circles

9. Knowledge

• What is knowledge management?
• What happens if we ignore our knowledge base?
• What is knowledge?
• Implications for managers
• Sharing knowledge
• Communities of knowledge
• Knowledge of creation
• Learning conversations—learning from tacit knowledge
• Knowledge and kaizen

10. Tools

• Brainstorming
• Affinity networks
• Fishbone or Ishikawa diagrams
• Force-field analysis
• Process charting
• Flowcharts
• Pareto analysis
• Career-path mapping
• Quality function deployment

11. Benchmarking

• What is benchmarking?
• Learning from the best
• Internal benchmarking
• Functional/competitive benchmarking
• The educational travel club
• Generic benchmarking
• How to set up a benchmarking exercise
• Planning a benchmarking exercise
• The benefits of benchmarking
• Are there any drawbacks to benchmarking?

12. Measurement

• Why measure educational quality?
• Why value-added?

13. Budgeting

• Linking budgetary delegation to TQM
• The neglect of the budgetary dimension
• The link between empowerment and delegated budgets
• How delegated budgets can aid quality improvement
• Resource allocation models
• Links to case-loading
• Concluding issues

14. Strategy

• Strategic quality management
• Vision, mission, values and goals
• Market research
• SWOT analysis
• Moments of truth
• The strategic plan
• Developing long-term institutional strategies
• Business and operating plans
• The quality policy and the quality plan
• The costs and benefits of quality
• The costs of prevention and failure
• Monitoring and evaluation

15. Framework

• Quality frameworks
• Components of a quality framework
• Applying the framework

16. Self-assessment

• What is self-assessment?
• Using a self-assessment checklist
• Constructing the action plan
• The self-assessment quality indicators
• The grading scale
• Self-Assessing Educational Institutions—an instrument for self-auditing

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