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Total Quality Management in Education Third edition Edward Sallis For Kate First published in 1993 This edition published in the Taylor & Francis e-Library, 2005. “To purchase your own copy of this or any of Taylor & Francis or Routledge’s collection of thousands of eBooks please go to www.eBookstore.tandf.co.uk.” Second edition published in 1996 Third edition published in 2002 Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the Copyright, Designs and Patents Act, 1988, this publication may only be reproduced, stored or transmitted, in any form, or by any means, with the prior permission in writing of the publishers, or in the case of reprographic reproduction in accordance with the terms of licences issued by the Copyright Licensing Agency. Enquiries concerning reproduction outside those terms should be sent to the publishers at the undermentioned addresses. Kogan Page Ltd 120 Pentonville Road London N1 9JN UK Stylus Publishing Inc 22883 Quicksilver Drive Sterling VA 20166–2012 USA © Edward Sallis, 1993, 1996, 2002 The right of Edward Sallis to be identified as the author of this work has been asserted by him in accordance with the Copyright, Designs and Patents Act 1988 British Library Cataloguing in Publication Data A CIP record for this book is available from the British Library ISBN 0-203-41701-1 Master e-book ISBN ISBN 0-203-44325-X (Adobe eReader Format) ISBN 0 7494 3796 0 (Print Edition) Contents The author ix Preface x 1 Basics 1 The message of quality 1 Why quality? 2 The four quality imperatives 3 The origins of the quality movement 5 The contributions of Deming, Shewart and Juran 6 The growth of interest in quality 8 2 Quality 11 The idea of quality 11 Quality as an absolute 12 The relative notion of quality 13 Two concepts of quality 13 The consumer’s role in quality 15 Quality control, quality assurance and total 16 quality The educational product 18 Service quality 19 Education and its customers 21 3 TQM 24 TQM—some misconceptions 24 Continuous improvements 25 v Kaizen 26 Changing cultures 26 The upside-down organization 27 Keeping close to the customers 27 Internal customers 29 Internal marketing 29 Professionalism 30 The quality of learning 30 Barriers to introducing TQM 31 4 Gurus 34 W Edwards Deming 34 Joseph Juran 41 Philip Crosby—Quality is Free 43 Tom Peters 47 Kaoru Ishikawa 49 5 Kitemarks 51 ISO9000 51 Investors in People UK 54 The Deming Prize (Japan) 55 The Malcolm Baldrige National Quality Award 56 (United States) The European Quality Award 57 6 Organization 60 Institutional life-cycle theory 60 TQM organizations 62 Lean form, simple structure 63 7 Leadership 67 The educational leader 67 Communicating a vision 68 vi The role of the leader in developing a quality 69 culture Empowering teachers 69 8 Teamwork 72 The importance of teamwork in education 72 Teams—the building blocks of quality 73 Team formation 74 The effective team 76 Quality circles 78 9 Knowledge 80 What is knowledge management? 80 What happens if we ignore our knowledge base? 81 What is knowledge? 82 Implications for managers 84 Sharing knowledge 85 Communities of knowledge 86 Knowledge of creation 87 Learning conversations—learning from tacit 88 knowledge Knowledge and kaizen 90 10 Tools 91 Brainstorming 91 Affinity networks 92 Fishbone or Ishikawa diagrams 93 Force-field analysis 94 Process charting 94 Flowcharts 94 Pareto analysis 95 Career-path mapping 96 vii Quality function deployment 97 11 Benchmarking 99 What is benchmarking? 99 Learning from the best 100 Internal benchmarking 102 Functional/competitive benchmarking 102 The educational travel club 103 Generic benchmarking 103 How to set up a benchmarking exercise 104 Planning a benchmarking exercise 104 The benefits of benchmarking 105 Are there any drawbacks to benchmarking? 106 12 Measurement 107 Why measure educational quality? 107 Why value-added? 109 13 Budgeting 112 Linking budgetary delegation to TQM 112 The neglect of the budgetary dimension 113 The link between empowerment and delegated 113 budgets How delegated budgets can aid quality 115 improvement Resource allocation models 115 Links to case-loading 116 Concluding issues 117 14 Strategy 118 Strategic quality management 119 Vision, mission, values and goals 119 Market research 122 viii SWOT analysis 123 Moments of truth 123 The strategic plan 124 Developing long-term institutional strategies 126 Business and operating plans 127 The quality policy and the quality plan 128 The costs and benefits of quality 129 The costs of prevention and failure 130 Monitoring and evaluation 130 15 Framework 134 Quality frameworks 134 Components of a quality framework 135 Applying the framework 142 16 Self-assessment 144 What is self-assessment? 144 Using a self-assessment checklist 145 Constructing the action plan 146 The self-assessment quality indicators 146 The grading scale 147 Self-Assessing Educational Institutions—an 148 instrument for self-auditing Bibliography 157 Index 162 The author Dr Edward Sallis has 30 years’ experience in further and higher education. He has taught in a wide range of institutions in the UK and Jersey. He is Principal and Chief Executive of Highlands College, the further further, adult and higher education college of the States of Jersey in the British Channel Islands. Edward is a specialist in quality management, organizational development and strategy and he holds degrees from London, Newcastle and Brunel universities. He is a Fellow of the Institute of Management and a Chartered Marketer and gained his PhD from the Bristol Business School of the University of the West of England. His many publications include The Machinery of Government (1982); People in Organizations (1989), which he wrote with his wife Kate Sallis; Total Quality Management (1992), co-authored with Dr Peter Hingley; and Knowledge Management in Education (2001), co-authored with Dr Gary Jones and also published by Kogan Page. Total Quality Management in Education was first published in 1993, with a second edition appearing in 1996. It has since been translated into Chinese. Edward writes regularly for the Channel Islands business magazine Business Brief as well as for other educational journals, and he has taken part in many national and international educational initiatives in the fields of quality assurance, organizational development, lifelong learning and the knowledge economy. He is the Director of the British- Irish Council’s ‘Bridging the Digital Divide’ project and a member of the Association of Colleges’ National Policy Forum.