Critical success factors for total quality management in primary and secondary education
by Eleni Sfakianaki; Andreas Kakouris; Christina Siontorou
International Journal of Services and Operations Management (IJSOM), Vol. 40, No. 4, 2021

Abstract: Total quality management (TQM) in primary and secondary education (P&SE) is of fundamental importance to improving the quality of an educational system. Although the service sector has adapted and implemented TQM, there has been little evidence of its use in P&SE, despite the importance of this approach to higher education and the overall well-being of young people. The purpose of this study is to determine the critical success factors (CSFs) of TQM for P&SE. Following a review and synthesis of the quality management literature and a survey of experts in the field, an instrument of seven CSFs was developed to measure TQM implementation in P&SE. This instrument was tested and validated in Greek P&SE units using a structured questionnaire. Measures were tested for validity and reliability. P&SE establishments can use the proposed instrument to guide their own TQM activities. Researchers and practitioners will be able to use it to build models that facilitate practices building quality performance while enhancing social empowerment and contributing to economic growth.

Online publication date: Thu, 06-Jan-2022

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