Title: Critical success factors for total quality management in primary and secondary education

Authors: Eleni Sfakianaki; Andreas Kakouris; Christina Siontorou

Addresses: Hellenic Open University, Parodos Aristotelous 18, Patra, 26335, Greece ' Department of Business Administration, School of Business, University of the Aegean, Chios, 82100, Greece ' Department of Industrial Management and Technology, School of Maritime and Industry, University of Piraeus, Piraeus, 18534, Greece

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.

Keywords: critical success factors; CSF; total quality management; TQM; primary and secondary education; P&SE; schools; Greece.

DOI: 10.1504/IJSOM.2021.120061

International Journal of Services and Operations Management, 2021 Vol.40 No.4, pp.564 - 595

Received: 07 Jun 2019
Accepted: 05 Aug 2019
Published online: 06 Jan 2022 *

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