Total Quality Management in Educational Organ...

Total Quality Management in Educational Organisation: “A Case Analysis”

Author Name : Er. Rahul Malik1, Er. Surjeet gahlot2, Dr. S.K. Jarial

ABSTRACT: There is a growing body of knowledge becoming available for quality practice, yet many interested Indian companies are struggling for its implementation. There is no single proven recipe that can be followed. Each company must devise its own approach on its strengths and weaknesses. Typically a combination of a) total people involvement, b) effective quality systems and procedures and c) judicious use of quality techniques can help move on the TQM path. All of these are essential and weakness in any one can severely constrain the overall efforts. This thesis has studied a Service Enterprise striving for quality methods of TQM. It has a good quality system and People at management levels are relatively well involved it is identified that an improved knowledge of quality techniques application can therefore boost the TQM efforts .The research paper described various quality techniques their importance and difficulties in their implementation through a case study conducted at Organization. Education institutions, as part of service industry, have to adopt the TQM universal philosophy of continuous improvement to enhance its status to World Class Excellence. Education provider’s had to work on outward- looking policy of finding the expectations and needs of the students. As a result, the education system is to be modified to fulfill their requirements. Improvement in education system and its work environment is a continuous process through feedbacks from all the associates. This is the formal TQM practice in an Engineering Institution, which has resulted in generation of an excellent 'Action Plan' for future improvement. Other Engineering Institutions of the country can follow such best practices and work on improvement plan to achieve World Class excellence status. Survey was used as a data collection tool. Data collection is required in order to assess satisfaction level of customers and identify problems of service delivery process. Recommendations are compiled for process improvement. Survey is conducted at the 4^th year of a B. Tech Degree Engineering course to get information of the 'customer needs/expectations'. However, continuous feedback is obtained during the course from students to improve the process of service provision. Excellent customer's service is a mean of existence for an education institution. Customer satisfaction can be achieved through fulfilling their needs and expectations. It should be the endeavor of every institution to continuously improve their processes of service provision. It takes time and resources to build image and reputation for a service, but can be lost in a moment.