Total Quality Management in Education

By Edward Sallis | Go to book overview

14

Strategy

'Quality is about customer delight rather than customer satisfaction. It is about total staff involvement rather than hierarchical, top-down system imposition. It is about incremental quality improvement rather than giant quality leaps. It is about living, loving, passion, fighting, cherishing, nurturing, struggling, crying, laughing…'

Tony Henry quoted in Sallis and Hingley, Total Quality Management

Quality does not just happen. It must be planned for. Quality needs to be a major plank in an institution's strategy, and needs to be approached systematically using a rigorous strategic planning process. Strategic planning is one of the major planks of TQM. Without clear long-term direction the institution cannot plan for quality improvement. The first of Deming's 14 points is create constancy of purpose. This can only be achieved within the context of a corporate strategy. Underlying the strategy must be the concept of strengthening the customer focus. A strong strategic vision is one of the most important critical success factors for any institution.

The process of strategic planning in education mirrors that normally followed in industry and commerce. The tools employed for establishing mission, goals and analysing strengths, weaknesses, opportunities and threats translate well. The tools themselves are simple and easy to apply. Their power results from the focus they give to the corporate thinking process. They force a questioning of why the institution exists, for whom it exists, and whether it is pursuing the right goals. These are important questions, particularly for institutions that have achieved independent corporate or grant-maintained status.

-121-

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Total Quality Management in Education
Table of contents

Table of contents

  • Title Page i
  • Contents iii
  • The Author v
  • Preface vi
  • 1 - Basics 1
  • 2 - Quality 11
  • 3 - Tqm 23
  • 4 - Gurus 33
  • 5 - Kitemarks 49
  • 6 - Organization 57
  • 7 - Leadership 65
  • 8 - Teamwork 71
  • 9 - Knowledge 79
  • 10 - Tools 91
  • 11 - Benchmarking 101
  • 12 - Measurement 109
  • 13 - Budgeting 115
  • 14 - Strategy 121
  • 15 - Framework 137
  • 16 - Self-Assessment 147
  • Bibliography 161
  • Index 167
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