High Morals Total Quality Management Case Study

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TQM would be the relevant tool to manage all the processes that has been highlighted in this study since we can’t produce what we can’t measure, as a result it will then focus on the overall performance through monitoring and continuous assessment to ensure a quality of service to students. In addition, according to (Sallis, 2002:1) there are several aspects that should be featured to achieve quality in education, it includes the following:
• The use of the latest technology
• Authentic examination results
• Magnificent lectures
• Challenging and well-balanced curriculum
• Strong leadership
• Availability of resources
• Support from the organization, parents and the community at large
• Total consideration and concern for students
• High morals
…show more content…
TQM deals with unforeseen circumstances and manage changes, however it does not bring change immediately or overnight, rather it is a framework that can be applied in the management of higher learning institutions (Sallis, 2002:3). TQM and its relevancy in the NWU brings fulfilment and commitment in exercising high standards of the institution by staff members. This will result in all the stuff of the university to participate in all activities for the sake of maintaining standards and improving services, so that the best quality can be delivered to students deliberately. It will assist in building a long-term success through the involvement of student satisfaction. According to the American Society for Quality (ASQ), formerly named American Society for Quality Control (ASQC), TQM consists of eight principles and they are as …show more content…
The term customer service was literally explained in terms of its relevancy to Higher education institutions environment. The tone in this study was more based in students as customers and it further highlighted measurement tools and CRM approaches that are applicable to HEI. In this chapter, the applications and explanations of the closely-related terms like customer relationship management, Total quality management and SERQUAL as a measure of customer service were discussed after customer service as a core aspect was introduced.

Several figures were shown as to elaborate more on the theoretical framework and to link the students with the logistics terms in a way that form part of the customer service drivers. HEI was then emphasized by referring it to a service provider organization of which it led to how can the service quality within the HEI environment can be improved going forward. It is in this chapter whereby the customer satisfaction is explained as a dependable factor of the service quality rendered. Loyalty of a customer is then being explained further in two

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