Title: A study on integrated total quality management practice in technical institutions – stakeholders' perspective

Authors: A. Pal Pandi, U. Surya Rao, D. Jeyathilagar

Addresses: Department of Automobile Engineering, SACS M.A.V.M.M. Engineering College, Madurai, India. ' Department of Management Studies, Madurai Kamaraj University, Madurai, India. ' Department of Management Studies, Madurai Kamaraj University, Madurai, India

Abstract: The principles of Total Quality Management (TQM) have been successfully adopted in the field of higher education by developed countries such as Japan, USA and UK. Ultimately, the objective of TQM is to build an institution that performs services, which fulfill customer requirements, and thereby delights them. The purpose of this paper is to study the practice of Integrated Total Quality Management (ITQM) in engineering institutions in Tamilnadu, India, from the stakeholders| (government, faculty, parents, students, and the public at large) perceptive. ITQM is nothing but a bundle of global management practices such as ISO 9001:2000, Six-Sigma (DMAIC), TQM, Knowledge Management and Lean Thinking. The data were obtained from a survey of 250 members of stakeholders and analysed. Based on the analysis, recommendations have been made. The result of this study can also be applied internationally in the institutions of professional learning.

Keywords: ISO 9001:2000; ITQM; integrated TQM; total quality management; six sigma; define; measure; analyse; improve; control; DMAIC; stakeholder feedback; engineering education; technical education; India; knowledge management; lean thinking; quality standards.

DOI: 10.1504/IJMIE.2009.027360

International Journal of Management in Education, 2009 Vol.3 No.3/4, pp.416 - 428

Published online: 20 Jul 2009 *

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