1. Basics
The message of quality
Why quality
The four quality imperatives
The origins of the quality movement
The contributions of Deming, Shewart and Juran
The growth of interest in quality
2 Quality
The idea of quality
Quality as an absolute
The relative notion of quality
Two concepts of quality
The consumer’s role in quality
Quality control, quality assurance and total quality
The educational product
Service quality
Education and its customers
3 TQM
TQM—some misconceptions
Continuous improvements
Kaizen
Changing cultures
The upside-down organization
Keeping close to the customers
Internal customers
Internal marketing
Professionalism
The quality of learning
Barriers to introducing TQM
4 Gurus
W Edwards Deming
Joseph Juran
Philip Crosby—Quality is Free
Tom Peters
Kaoru Ishikawa
5 Kitemarks
ISO9000
Investors in People UK
The Deming Prize (Japan)
The Malcolm Baldrige National Quality Award (United States)
The European Quality Award
6 Organization
Institutional life-cycle theory
TQM organizations
Lean form, simple structure
7 Leadership
The educational leader
Communicating a vision
The role of the leader in developing a quality culture
Empowering teachers
8 Teamwork
The importance of teamwork in education
Teams—the building blocks of quality
Team formation
The effective team
Quality circles
9 Knowledge
What is knowledge management?
What happens if we ignore our knowledge base?
What is knowledge?
Implications for managers
Sharing knowledge
Communities of knowledge
Knowledge of creation
Learning conversations—learning from tacit knowledge
Knowledge and kaizen
10 Tools
Brainstorming
Affinity networks
Fishbone or Ishikawa diagrams
Force-field analysis
Process charting
Flowcharts
Pareto analysis
Career-path mapping
Quality function deployment
11 Benchmarking
What is benchmarking?
Learning from the best
Internal benchmarking
Functional/competitive benchmarking
The educational travel club
Generic benchmarking
How to set up a benchmarking exercise
Planning a benchmarking exercise
The benefits of benchmarking
Are there any drawbacks to benchmarking?
12 Measurement
Why measure educational quality?
Why value-added?
13 Budgeting
Linking budgetary delegation to TQM
The neglect of the budgetary dimension
The link between empowerment and delegated budgets
How delegated budgets can aid quality improvement
Resource allocation models
Links to case-loading
Concluding issues
14 Strategy
Strategic quality management
Vision, mission, values and goals
Market research
SWOT analysis
Moments of truth
The strategic plan
Developing long-term institutional strategies
Business and operating plans
The quality policy and the quality plan
The costs and benefits of quality
The costs of prevention and failure
Monitoring and evaluation
15 Framework
Quality frameworks
Components of a quality framework
Applying the framework
16 Self-assessment
What is self-assessment?
Using a self-assessment checklist
Constructing the action plan
The self-assessment quality indicators
The grading scale
Self-Assessing Educational Institutions—an instrument for self-auditing
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