The document provides an overview of quality management strategies for educational institutions. It defines key concepts related to quality such as quality control, quality assurance, and total quality management. It discusses the importance of quality management in education and identifies stakeholders and customers of educational institutions. It also describes the system and process approaches to quality management and highlights methods for ensuring customer satisfaction. The document aims to help students understand principles of quality management and their application in educational settings.

1. Management Strategies in
Educational Institutions

2. Course Code: 8615
Unit 6
Muhammad Inam Waris
PhD (Education) Scholar
0333-6263255
warisinaam@gmail.com
QUALITY MANAGEMENT

3. WELCOME TO AIOU’S VIRTUAL
CLASSROOM SYSTEM
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4. After studying this unit, you will be able to:
 Describe the concept, related concepts, and
importance of quality management.
 Evaluate the principles of quality management
and their application in educational
institutions.
 Understanding about the process and system
approaches to quality management.
 Identify and analyze role of various
stakeholders of educational institutions for
quality management.
 Knowledge about the concept and importance
of customer satisfaction.
UNIT 6: QUALITY MANAGEMENT

5.  The standard of something as measured against other
things of a similar kind.
 The degree of excellence of something.
 “Meeting the requirements the first and every time”
QUALITY

6.  Conformance to requirements
 Effectiveness or Efficiency
 Perfection
 Consistency
 Eliminating waste
 Speed
 Accuracy
 Doing it right at first time

7. QUALITY
 According to Muller and Funnell (1991) Quality is
customer driven and is the total of all those things
which combine to satisfy the needs of the market
place.
 Customer and the market as the major reference
points
 Robinson (1993,) defines quality as a product of
planning, monitoring, control and coordination. 7

8. EDUCATION AND ITS CUSTOMERS
 We have defined education as a provider of services. Its services
include advice, tuition, assessment and guidance to pupils and
students, their parents and sponsors.
 The customers—the stakeholders of the service—are a very
diverse group and need identifying. If quality is about meeting
and exceeding customer needs and wants, it is important to be
clear whose needs and wants we should be satisfying.
 To some educationalists ‘customer’ has a distinctly commercial
tone that is not applicable to education. They prefer to use ‘client’
instead. ‘Stakeholder’ is another term often used in this context.
Others reject all such language and would rather stay with ‘pupil’
or ‘student’.
8

9. QUALITY CONTROL (QC)
 Quality control is the oldest quality concept. It refers to the
detection and elimination of components or final products that
are not up to standard. It is an after-the-event process
concerned with detecting and rejecting defective items. As a
method of ensuring quality it may involve a considerable
amount of waste, scrap and reworking.
 Quality controllers or inspectors usually carry out quality
control. Inspection and testing are the most common methods
of quality control, and are widely used in education to
determine whether standards are being met.
(Sallis, 2005)
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10. QUALITY MANAGEMENT
 Quality management is the act of overseeing all
activities and tasks needed to maintain a desired
level of excellence.
 Quality management includes
the determination of a quality policy, creating
and implementing quality planning and
assurance, and quality control and quality
improvement.
 It is also referred to as total quality management
(TQM). Quality management is procedure as well
as system.

11. QUALITY CONTROL
 Quality Control is the oldest quality
concept.
 It refers to the detection and elimination of
components or final products that are not
up to standard.

12. QUALITY ASSURANCE (QA)
 Quality assurance is different from quality control. It is a before and
during the event process concerned to prevent faults occurring in the
first place.
 Quality assurance is about designing quality into the process to
attempt to ensure that the product is produced to a predetermined
specification. Put simply, quality assurance is a means of producing
defect- and fault-free products.
 The aim in the words of Philip B Crosby is ‘zero defects’. Quality
assurance is about consistently meeting product specification or
getting things right first time, every time.
 Quality assurance is the responsibility of the workforce, usually
working in quality circles or teams, rather than the inspector, although
inspection can have a role to play in quality assurance.
12

13. Quality assurance is about
consistently meeting product
specification or getting things
right first time, every time.

15. TOTAL QUALITY MANAGEMENT
 Total quality management incorporates quality
assurance, and extends and develops it. TQM is about
creating a quality culture where the aim of every
member of staff is to delight their customers. In TQM
the customer is sovereign.
 TQM is about providing the customer with what they
want, when they want it and how they want it. It
involves moving with changing customer expectations
and fashions to design products and services that meet
and exceed their expectations. 15

16.  The total in TQM dictates that everything and
everybody in the organization is involved in the
enterprise of continuous improvement.
 Means everyone, because everyone in the institution,
whatever their status, position or role, is the manager
of their own responsibilities.
 “DO THE RIGHT THINGS, RIGHT THE FIRST
TIME EVERY TIME”
Total Quality Management

17. WHY QUALITY MANAGEMENT
IN EDUCATION?
“Every teacher needs to
Improve, Not because they are
not good enough, but because
they can be even better”

18.  Quality management ensures high quality products and
services by eliminating defects.
 Quality management is essential for customer satisfaction.
 Customers would return to your organization only if they
are satisfied with your outputs and services.
 Quality Management ensures increased revenues and
higher productivity for the organization.
 Quality management enables employees to deliver more
work in less time.
 Quality management ensures close coordination between
all stakeholders
IMPORTANCE OF QUALITY
MANAGEMENT

19. 1. Access
2. Services to customers
3. Leadership
4. Physical environment and
resources
5. Effective learning and teaching
6. Students
7. Staff
8. External relations
9. Organization
10. Standards
QUALITY INDICATORS

21. Input
Process
Output
SYSTEM APPROACH

22.  Inputs will include human resource (learner,
teachers, management, supporting staff,
technician etc.) physical and financial
resources.
 The process may refer to quality assurance
practices in an institution or all activities to
attain the objectives of the institution.
 Outputs will be the products or results of
the undertaking.
SYSTEM APPROACH

23. PROCESS APPROACH
The important elements of a process approach include the
following.
 Define the process to achieve the needed results
 Identify and quantify the inputs and outputs of the
process
 Identify where the process interacts with the various
organizational functions
 Estimate potential risks, outcomes and impact
 Set key responsibility
 Determine key stakeholders of the process
 Process resources

24. STAKEHOLDER or
CUSTOMER SATISFACTION
Internal
customers
External
Customers
Customer

25.  Internal customers are within the company-
the colleagues working together for
delivering a service or product for the
external customer.
 An external customer may be an individual
or an enterprise that hires or purchases the
product(s) or service(s) from another person
or business in exchange of money.

26. CUSTOMER SATISFACTION METHODS
 Encouraging Face-to-Face Dealings with
customers.
 Respond to Messages Promptly & Keep the
Clients Informed.
 Being friendly and approachable by customers.
 Have a Clearly-Defined Customer Service
Policy.

27. APPROACHES OF CUSTOMER
SATISFACTION
 Regular customer feedback system
 Market research
 New or last customer survey
 Focus groups
 Customer visits
 Front line personnel
 Customer satisfaction performance measures

28. WAYS OF ENHANCING CUSTOMER
SATISFACTION
 Measure and monitor customer satisfaction continuously (trends,
problems).
 Establish and maintain contact with customers
 Focus on and analyze process for successful customer
orientation.
 Promote a cultural empowerment, leadership and customer
care.
 Develop a commitment of trust, confidence and commitment to
customers.
 Develop the product or service delivery system to meet
customers’ needs.
 Provide education and training to the employees.
 Honour the promises made to the customers.

29. Question/Answer
Session?

30. ASSIGNMENT
Describe the quality management
system of higher education in
Pakistan?
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31. QUESTIONS