Academic journal article UTMS Journal of Economics

How to Build Total Quality Management System for Higher Education in a Small Country

Academic journal article UTMS Journal of Economics

How to Build Total Quality Management System for Higher Education in a Small Country

Article excerpt


Total quality management in educational systems had been extensively studied in recent years (Iyer 2018; Khan et al. 2018; Papanthymou and Darra 2018; Sallis 2014). High quality of the system output is required both for the needs of national economies, as well as for the mobility on the international level. Methods of analysis of the functioning of these systems are simultaneously developed.

Total Quality Management is framework for the improvement of quality; it involves doing things right first time and every time. For its successful implementation, there is a strong need of everyone's participation from the institution rather than the only involvement of only senior management.

In this work the situation with the level of development of higher education system in Republic of Macedonia has been studied and perspectives for establishment of effective total quality management system discussed.


In Macedonia, substantial changes occurred during last two decades: introduction of Bologna system (Sin and Tavares 2018; Stojanovski, Denkova, and Marolov 2018), establishment of private higher education institutions, accompanied by multiple changes of the respective state regulation. After a period of intensive changes, actual state of the higher educational system is relatively stable, allowing introduction of largely applied quality management system intended to be used in future on long term. On central level, particular role is expected to be played by the Higher Education Quality Agency, responsible for the accreditation and evaluation of higher education in Macedonia, according the new law (Ministry of Education and Science 2018). This agency has two boards: Higher Education Accreditation Board and Higher Education Evaluation Board. Previously, these two functions of these boards were given to two separate state bodies, connected to the Ministry of Education and Science of Republic of Macedonia. According the new law, the Agency Higher Education Quality Agency is a single independent body. Establishing of this Board is still in progress in the phase of finalization of this work and specific modalities to be defined by sublaws are not yet available for analysis and discussion. Further details of the functioning of new system will be available after the establishment of the central body of the higher educational system, Council for Higher Education and Science, having particular position in taking the decisions of high importance for the system. Changes are also expected to occur in the organization of the universities, splitting or fashioning of existing ones, as well as changes in the owners' structure.

Authors consider that in the next period optimal conditions will be in place to introduce uniform total quality management system which will support accelerated improvement of the quality of higher education services.


The aim of a total quality management system in higher education is required in order to achieve the goals of the institution in an efficient way, satisfying the needs of the users at reasonable price of the services. It consists of set of activities regularly performed in order to reach the given goals. ISO 9000 standard applies in general to various kinds of organizations. Several specificities are to be taken in the case of higher education (In'airat and Al-Kassem 2014; Iyer 2018; Nogueiro, Saraiva, and Jorge 2017).

It has been shown in literature that the basis for total quality management can be formed using business process modeling (Jeston 2014). Particular attention in creation of the models is to be paid to the satisfaction of graduates (Dragan, Ivana, and Arba 2014). Permanent improvement of performances, leadership and team work have been often also taken into account. Corporate social responsibility in conjunction with effective total quality management system provides a solid basis for sustainable improvement of institution performances (Nogueiro, Saraiva, and Jorge 2017). …

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