A Quality System for Education

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Product Details

  • ISBN-13: 9780873891561
  • Publisher: ASQ Quality Press
  • Publication date: 9/15/1992
  • Pages: 239
  • Product dimensions: 6.02 (w) x 9.03 (h) x 0.67 (d)

Table of Contents

List of Illustrations
Preface
Acknowledgments
Introduction
Ch. 1 The Beginning 1
Ch. 2 Commitment from the Top 7
Ch. 3 Education and Training 17
Ch. 4 Teams in Schools 27
Ch. 5 Maximizing Customer Satisfaction 35
Ch. 6 Quality-Based School Management 49
Ch. 7 Role of the Instructor in the Quality Process 67
Ch. 8 Approaches to Measuring and Costing Quality in Education 83
Ch. 9 Using the Quality Process to Evaluate Schools 121
Ch. 10 The Never-Ending Journey - What Happens Next? 155
Appendix A: Long-Range Quality Goals 1985-1990 161
Appendix B: A Summary of the FVTC Quality First Process Model 163
Appendix C: Roles of Those Involved in Teams 167
Appendix D: A Union Perspective on Quality 169
Appendix E: Quality Element - Human Resources 171
Appendix F: Quality Element - Curriculum and Instruction 175
Appendix G: Quality Element - Goal Setting 181
Appendix H: Quality Element - Use of Technology 185
Appendix I: Quality Element - Marketing 189
Appendix J: Quality Element - Customer Service 193
Appendix K: Quality Element - Quality-Based Manager 197
Appendix L: Evaluation Plan 203
Appendix M: Costs of Conformance 1987-1988 205
Appendix N: Costs of Nonconformance 1987-1988 207
Appendix O: Summary of External Quality Audit 209
Appendix P: Malcolm Baldrige Examination Categories 213
Appendix Q: 1990-1991 Operational Thrusts 215
Appendix R: Survey of Organizations 2000 217
Appendix S: New Paradigms - Curriculum and Instruction 219
Appendix T: New Paradigms - Human Resources 223
Appendix U: New Paradigms - Customer Services 227
Appendix V: New Paradigms - Management/Administration 229
Endnotes 233
Index 237
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