Ben A. Maguad, Ph.D. & Robert M. Krone, Ph.D. Managing for Quality in Higher Education A Systems Perspective Download free books at Download free eBooks at bookboon.com 2 Ben A. Maguad, Ph.D. & Robert M. Krone, Ph.D. Managing for Quality in Higher Education: A Systems Perspective An Instructional Text for Teaching the Quality Sciences Download free eBooks at bookboon.com 3 Managing for Quality in Higher Education: A Systems Perspective © 2012 Ben A. Maguad, Ph.D. & Robert M. Krone, Ph.D.& bookboon.com ISBN 978-87-403-0205-9 Download free eBooks at bookboon.com Click on the ad to read more Managing for Quality in Higher Education 4 Contents Contents Part I Introduction And Historical Context 10 1 Why Quality For Higher Education? 11 2 History Of e Quality Movement 14 Part II Quality Concepts For Higher Education 40 3 A Quality Framework For Higher Education 41 4 e Customers Of Higher Education 65 5 e System Of Higher Education 78 Implications For Higher Education 86 6 Quality, Ethics And Moral Leadeship 88 Moral Leadership And Quality Management 89 Ethics And Failure Prevention 90 e Cost Of Quality 94 www.sylvania.com We do not reinvent the wheel we reinvent light. Fascinating lighting offers an infinite spectrum of possibilities: Innovative technologies and new markets provide both opportunities and challenges. An environment in which your expertise is in high demand. Enjoy the supportive working atmosphere within our global group and benefit from international career paths. Implement sustainable ideas in close cooperation with other specialists and contribute to influencing our future. Come and join us in reinventing light every day. Light is OSRAM Download free eBooks at bookboon.com Click on the ad to read more Managing for Quality in Higher Education 5 Contents Part III Design And Implementation 102 7 Quality System Design And Implementation 103 On Management And Development Of Human Resources 109 8 Lean Tools For Higher Education 127 9 Capturing Global Brainpower 136 Part IV Future Quality Needs In Higher Education 146 10 Leadership, Policy And Law 148 11 Productivity 151 12 Breakthrough inking For Humanity 154 Postscript 160 Endnotes 161 About the Authors 180 360° thinking . © Deloitte & Touche LLP and affiliated entities. Discover the truth at www.deloitte.ca/careers Download free eBooks at bookboon.com Managing for Quality in Higher Education 6 All rights reserved. No part of this book shall be reproduced or transmitted in any form or by any means, electronic, mechanical, magnetic, or photographic including photocopying, recording or by any information storage or retrieval system, without prior written permission of the publisher. No patent liability is assumed with respect to the use of the information contained herein. Although every precaution has been taken in the preparation of this book, the publisher and authors assume no responsibility for errors or omissions. Neither is any liability assumed for damages resulting for the use of the information contained herein. e organizations, companies or agencies sponsoring advertisements in this book are solely responsible for the contents of those advertisements. e authors, and their respective educational organizations, do not necessarily endorse the products or services advertised. Download free eBooks at bookboon.com Managing for Quality in Higher Education 7 Dedication We dedicate this book to those students on Earth, or in Space, who commit their lives to the Quality Sciences which will be the source of improvement for humankind where ever their residence, Ben A. Maguad Robert M. Krone Download free eBooks at bookboon.com Managing for Quality in Higher Education 8 Reviewed by Lawrence G. Downing, MA, BD, DMin Higher education is capturing headlines across America, but not always for what some consider the right reasons. As tuition costs have out-paced the cost of living and student debt has soared, debates rage over whether a college degree provides a good return on the student’s investment of time and money. Within the context of the current unsettled educational environment, Professors Maguad and Krone’s work is a welcome resource. e authors, in the opening chapter, identify the principles that have guided the Quality Movement in industry and business and apply them to the world of higher education. Drawing from their years of experience in the classroom, their participation in the business world, governmental agencies, and their long-standing involvement in the Quality Movement, Maguad and Krone provide an overview of the Quality Movement and identify the people who inuenced its growth and contributed to its success. e brief biographies of those who have been associated with the Quality Movement in America and other countries give life to the movement. e contributions each person has made to the Quality Movement and the eect these people had on industry, business and government are a balance to the world of theory and hypothesis. e “New Systems Perspective” that is an important component of the book emphasizes the importance of Quality in higher education. e student will nd an extensive overview of the issues that confront higher education and the challenges that now confront those who are part of the contemporary educational system. e strength of this book is that it brings together the practical and theoretical perspectives associated with Quality Movement. e book analyzes the principles and benets that have been part of the Quality Movement and applies them to the challenges that confront those who participate in higher education. On the practical side, the book reminds educators that in the business and industrial world, quality is dened as meeting or exceeding customer expectations. e authors develop their case that this is a valid model for higher education and address the reluctance educators have to consider students as their customers. As a result, educators too oen fail to examine their customer’s needs and therefore do not oer the desired product. Ethics and Moral Leadership are an important component of the book’s message. Within the context of recent ethical and moral lapses on the part of corporations and individuals readers are well reminded of the role ethics and moral leadership have within the Quality Movement. ose involved in the education industry will nd practical in this book a practical application to guide them in the perpetration of ethical and moral institutions. Download free eBooks at bookboon.com Managing for Quality in Higher Education 9 e authors have provided a contemporary look at how the Quality Movement has impacted society, industry, health care, and set forth a model that will benet higher education when the same principles are incorporated into the educational structure. e charts, graphics and tables displayed throughout the book assist the reader to visualize the concepts presented and verify the author’s statements. e sources used are well documented and simple to follow. e book is written in language that is understandable and theories presented to document a point are clear and understandable. I believe that this book will prove a helpful source to the student who wishes to understand the Quality Movement and apply its principles to his or her profession. Educational administrators, academicians, and those interested in the history of the Quality Movement will benet from what the book oers. e reader will nd that the book covers the key issues associated with the Quality Movement and provides evidence why quality is important to the educational process. is is a broadly based book and eclectic in its context. e authors have successfully integrated diverse disciplines in an accessible format while at the same time providing a focus on what are the signicant forces necessary to provide quality education. SUGGESTIONS FOR FUTURE EDITIONS I encourage the authors to consider a section that is designed for the members of the boards that over- see educational institutions. Encourage them to promote quality and hold administrators accountable for the quality of education oered and stress the importance of ethical and moral practices within the institution. Download free eBooks at bookboon.com Managing for Quality in Higher Education 10 Part I Introduction And Historical Context Part I Introduction And Historical Context e world of higher education is undergoing profound and rapid changes which force educational systems to respond to ensure that the quality of life in these communities is maintained. ese changes emanate from a number of factors like the explosive growth in knowledge and information, shi towards more information-based services, move towards more global interdependence, greater participation in decision making, and call for greater educational accountability and transparency. Academic and administrative challenges confronting institutions of higher education are real. e standard response in the past has been to cut non-basic services and lay o personnel. Unfortunately, administrators have become experts in providing quick xes to problems that don’t seem to go away. Chapter 1 explains why managing for quality is vital in higher education and why current responses to challenges may not be adequate to meet the needs of a rapidly changing world. A new model for quality improvement with proven success is needed that examines each and every process and promotes comprehensive, continued and permanent reform. Chapter 2 examines the origins of the quality improvement movement, its development, and future trends. It is interesting to note that the quest for quality has always been a part of every human endeavor ever since civilization began. Such quest has provided a safeguard against anything that threatens human health and safety as well as the environment.