A TQM MODEL FOR ENABLING STUDENT LEARNING

There are many established applications of Total Quality Management (T QM) in manufacturing over the last two decades and, more recently, in services and the public sector. However, despite expectations that hig her education institutions should lead the field, TQM has been insigni ficant in higher education until recently. The aim of this article is to determine the advantages of TQM and how TQM can be effectively and efficiently applied in higher education institutions. A higher educati on TQM excellence (HETQMEX) model is developed based on fundamental co ncepts of service quality: 5-S, marketing and education quality contro l, quality control circles, ISO 9000 and total preventive maintenance. The article acknowledges the diversity of customers that TQM must sat isfy and highlights some of the problems encountered in implementing t he model, based on the research and experience of the authors at De Mo ntfort University.