Constructs of quality in higher education services

Sunder M, V (2016) Constructs of quality in higher education services. International Journal of Productivity and Performance Management, 65 (8). pp. 1091-1111. ISSN 1741-0401

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The purpose of this paper is to present various quality constructs, their application, success and shortcomings, in higher education (HE) services.
This paper aims at reviewing the quality constructs in higher education services through a general review. The paper is organised to highlight different quality practices which higher education institutions have followed from 1990s till date. The paper is scoped to discuss about total quality management (TQM), Kaizen, Six Sigma, Lean and Lean Six Sigma (LSS) comparing their value addition and shortcoming in imbibing quality into the higher education. Publications indexed in Scopus database are considered for the review. The focus of the search in the selected publications was to identify the success and shortcomings of various quality constructs in HE services.
The requirement for a quality construct in higher education industry is an important finding of the paper. Alongside this, the reasons behind the shortcoming of quality practices used in higher education system were highlighted. The findings include the opportunities for future research for imbibing quality culture in HE.
Research limitations/implications
The literature discussed in the part of the paper is restricted to TQM, Kaizen, Six Sigma, Lean and LSS. Though the usage of such quality practices in HE originated in 1990s, there is no one robust sustainable practice till date, which proved to be a pacesetter. This paper validates this assertion, which helps both academicians and practitioners with a new perspective.
This paper would serve as an excellent resource for both academicians and practitioners to understand the history of quality which contributed to the improvement in HE services, and how the quality excellence has evolved over the years. The paper concludes with a discussion on opportunities for future research to develop quality frameworks for HE services.

Item Type: Article
Additional Information: The research article was published by the author with the affiliation of IIT Madras
Subjects: Operations Management
Date Deposited: 05 Sep 2023 14:11
Last Modified: 05 Sep 2023 14:11

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