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Benchmarking Total Quality Management: Programs in Engineering Colleges

Summary: Benchmarking as a tool to achieve improvement in operations and customer satisfaction, is a widely adopted practice in industry. Benchmarking should be an integral part of total quality management (TQM) programs in academia as it is an effective method of incorporating best practices in the formulation of strategic and operational objectives. In this article, the authors provide a summary of benchmarking as it applies to academia, describe various methods of benchmarking, and present the results of two surveys that could be used as a benchmark by colleges that are embarking on TQM programs. The structure, contents, and method of conducting these surveys, as well as the conclusions drawn from the analysis of responses, are discussed.

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  • Topics: Customer Satisfaction and Value, Change Management, Benchmarking
  • Keywords: Continuous improvement (CI),Customer satisfaction (CS),Higher education,Change management,Quality improvement (QI),Surveys,Teaching,Best practices
  • Author: Houshmand, Ali A.; Papadakis, Constantine N.; Ghoshal, Subhonil
  • Journal: Quality Management Journal