Quality models in higher education

1
Quality models in higher education

• After completing this topic, you should be able
  to
• Understand various models of quality
• Understand the objectives of quality control and
  quality assurance
• Learn the importance of quality models
• Readings
• Chapters 2, 5 B. Janakiraman R.K. Gopal, 2007
• Nina Becket Maureen Brookes, 2007, Quality
  Management Practice in Higher Education What
  Quality Are We Actually Enhancing?
• G. Srikanthan John F. Dalrymple, 2002.
  Developing a holistic model for quality in higher
  education

2
Introduction

• Quality in higher education has been placed as an
  important contemporary agenda.
• Approaches to implement quality in higher
  education have been made based on quality
  management models practiced in the industrial
  sectors.
• Many universities have began implementing total
  quality management - TQM model as an
  alternative.
• TQM not focused on core functions of teaching
  and learning, considered as a myth and
  illusion.
• The model is seen as flawed and unfit with the
  core operation education.

3
Introduction

• The model for quality management has to be a
  holistic model to meet the requirements of the
  core functions of service and education.
• Distinction has to be made between the two
  processes of the functions.
• The service relates to general administrative
  activities to support for academic (enrolment,
  library) and amenities (cafeterias, recreation)
  services.
• The education processes relate to the functions
  of teaching, research and community services.

4
Theoretical educational quality models

• Transformative models (Harvey Knight, 1996)
• Transformation is the most appropriate learning
  oriented approach to quality.
• The emphasis is on enhancing participants,
  adding value to capability and empowering
  participants.
• There is a clear focus on total student
  experience.
• Quality policies have to be learning-oriented and
  centered on students learning experience.
• Learning is based on interactions between
  learners and teachers.
• There is a shift of focus to learning rather than
  teaching.

5
Theoretical educational quality models

• An engagement model of program quality
• Developed by Haworth Conrad (1997), focusing on
  the students, academics and administrative
  engagement in teaching and learning.
• High quality program is one that contribute to
  the learning experiences for students that have
  positive effects on their growth and
  development.
• Three principles stakeholders (students,
  academics and administrators) contribute to the
  learning experiences for students in five
  programs attributes.

6
Theoretical educational quality models
7
Theoretical educational quality models

• An engagement model of program quality
• Diverse and engaged participations from
  academics, students and leaders.
• Participatory cultures through shared program
  direction, community of learners and risk-taking
  environments.
• Interactive teaching and learning through
  critical dialog, integrative learning, mentoring,
  peer learning, out of class activities.
• Connected program requirements.
• Adequate resources such as support services for
  students, academics and ample basic
  infrastructure.

8
Theoretical educational quality models

• University of Learning Model
• Bowden Marton (1998) examine the organizational
  characteristics of higher education from a
  pedagogical perspective.
• Quality in a university context through its core
  functions has a lot to do with the quality of
  learning and quality of learning has a lot to do
  with different ways of seeing things that could
  widen the range of possibilities of seeing the
  same thing (variation is an acceptable foundation
  in learning).
• University must be conducive to facilitate a
  dynamic learning process that contribute to a
  university of learning).

9
Theoretical educational quality models

• A model for a Responsive University
• Tierney (1998) postulated a model for excellence
  a responsive university.
• The model is based on the premise that the
  public will judge the university in terms of the
  quality of their relationships and the quality of
  the outcomes.
• To survive and thrive, universities will have to
  be responsive and be service oriented.
• The emphasis is on development of new
  relationships and partnerships with communities,
  focus on customers.
• Student-centered in programs, community-centered
  in outreach and nation-centered in research.

10
Evolution of Quality Hierarchy
Inspection
Inspect products
Detection (Reactive)
Operational techniques to make inspection more
efficient and to reduce the cost of quality
Quality Control
Planned and systematic actions to ensure that
products or services conform to company
requirements.
Quality Assurance
Prevention (Proactive)
Incorporates QC/QA activities into a company-wide
system aimed at satisfying the customer (involves
all organizational function).
Total Quality Management
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Strategies - Quality Control

• To establish standards of quality which are
  acceptable to the customer and economical to
  maintain the standards.
• To enable the setting and resetting of processes
  and machinery.
• To keep up the quality of products during
  manufacturing by taking remedial steps.
• To locate and identify the process faults and
  defects of products and thus control the scrap
  and wastes.
• To take different measures to improve the
  standard quality of products.

12
Objectives of Quality Control

• To see that products of lower quality do not
  reach customers.
• To enable reduction in operating cost by not
  producing defective goods.
• To develop quality reputation which is of prime
  importance in selling both consumer and
  industrial goods.

13
Importance of Quality Control

• Increases the profit earning capacity of the
  business.
• Enables the industry to compete successfully.
• Reduces cost of production.
• Reduces operation losses by keeping scrap and
  wastes to a minimum level.
• Improves the product design.
• Reduces the product line bottlenecks.
• Improves employees morale.
• Enhances customers satisfaction.
• Increases the reputation of the industry.

14
Functions of Quality Control Department

• Advises on inspection and quality control policy
  formulation.
• Sets inspection standards.
• Prepares department budget requests and control
  operating expenses.
• Selects inspection points.
• Selects inspection instruments.
• Collaborates with statisticians about statistical
  quality control instruments.
• Generate deviation reports for rectifications.
• Train inspectors on duties/ in using inspection
  standards.

15
Mechanism of Quality Control

• Setting standards and specifications standard
  and specifications must be determined to achieve
  the objectives of quality control.
• Inspection it is the method to attain
  standardization, uniformity and quality of
  workmanship.
• Statistical quality control makes use of
  statistical methods and principles to assess
  variations cause variations.
• Inspection devices (gauges) to investigate the
  dimensional fitness of a mechanical element in
  relation to its predetermined dimensional
  standards.

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Strategy - Quality Assurance

• Quality Assurance
• the process of verifying or determining whether
  products or services meet or exceed customer
  expectations.
• In HEI it is defined as systematic management
  and assessment procedures adopted by HEIs and
  systems in order to monitor performance against
  objectives, and to ensure achievement of quality
  outputs and quality improvements (Harman, 2000,
  p.1).
• In short, it is a process of defining and
  fulfilling a set of quality standards
  consistently and continuously with an objective
  to satisfy customers.
• PDCA model developed by Deming fits for QA.

17
Strategy - Quality Assurance

• Jaminan Kualiti
• Semua bentuk dasar, proses, langkah dan aktiviti
  yang melalui program kualiti dan dipertingkatkan
  selaras dengan keperluan pihak berkepentingan.
• Standard asas
• Aspek keperluan asas dan petunjuk prestasi
  jaminan kualiti yang perlu dipatuhi untuk
  memastikan produk atau perkhidmatan memenuhi atau
  melangkaui jangkaan pelanggan.

18
PDCA Model / Cycle

• PDCA comprises four steps
• Plan establish objectives and processes
  required to deliver the desired results.
• Do implement the process developed.
• Check monitor and evaluate the implemented
  process by testing the results against the
  predetermined objectives.
• Act apply actions necessary for improvement if
  the results require changes.
• PDCA is an effective tool for monitoring quality
  assurance because it analyzes existing conditions
  and methods use to produce goods and services.
  The aim is to ensure excellence in every
  component of the process.

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Quality models in higher education

• Malcom Baldridge National Quality Award
• ISO 9000 and other standards
• Six Sigma
• Balanced Scorecard
• Benchmarking
• Total Quality Management
• Lean

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TOTAL QUALITY MANAGEMENT (TQM)

• A management approach for an organization,
  centered on quality, based on participation of
  all its members and aiming at long-term success
  through customer satisfaction, and benefits to
  all members of the organization and to society
  (ISO 84021994).
• Four process steps
• Kaizen focuses on continuous improvement
• Atarimae Hinshitsu idea that things will work
  as they are supposed to.
• Kansei examining the way the user applies the
  product leads to improvement in the product it
  self.
• Miryokuteki Hinshitsu idea that things should
  have an aesthetic quality.