Using Total Quality Principles for Strategic Planning and Curriculum Revision

Abstract

This paper describes the long‐term strategic planning process of the College of Engineering at the University of North Carolina at Charlotte, a process that began in the Fall of 1992 and continues today. The chronology of activities comprising this process, as well as the output of the process thus far, are presented in enough detail that they may serve as a blue print for others. First, we discuss some of the forces driving the college's educational reform efforts, especially those related to the use of TQM as the vehicle for change. Throughout the case study, we point out how (and why) certain Total Quality principles, including customer relationships, shared vision, assessment and continuous improvement, and sub‐systems alignment, became integral parts of the strategic planning process.

Determining Factors of Students’ Satisfaction with Malaysian Skills Training Institutes

“…Thus, quality of service is crucial for training institutions to compete in the current local and global arena. The forces driving the continuous improvement of service quality included increased competition for resources, instructors, and students, as well as ever-increasing demands from stakeholders for quality and accountability (Shelnutt & Buch, 1996).…”