This is a completely revised version of a very successful text first published in 2001. It incorporates the author`s rich experience (at both the micro and macro levels) in the actual implementation of TQM in various educational institutions. He has deftly adapted the TQM philosophy and methodology—which originated in industry—to suit education, and anchored it in the Indian cultural ethos.
This text has been written for managers in higher education as well as for headteachers and deputy heads in the school sector.;"Total quality management" (TQM) is a philosophy and a methodology that is widely used in business, and increasingly in education, to manage change or other processes. With the pressure for change and quality in education never more acute, this book provides an opportunity for readers in education to acquaint themselves with TQM.;Revised and updated, this edition introduces the key concepts of TQM in the education context. It discusses organizational, leadership and teamwork issues and the tools and techniques of TQM. This text should help educators develop a framework for quality management in their school, college, department or university.
It is instructive to look to the business world for an insight into quality. IBM's
definition puts it simply: 'quality equals customer satisfaction' (Unterberger, 1991).
Alex Trotman, an Executive Vice-President of the Ford Motor Company, has
delivered the same message: 'we know these days, in these tough times, that we
have to satisfy our customers completely'. It is not quite as simple as 'listen and
respond to your customers and all the other good things will follow', but it is a
serious start.
