Quality in Higher Education by S.O. Duffuaa, Professor of Industrial Engineering and Operations Research Systems Engineering Department King Fahd University of Petroleum and Minerals

Objective of the Presentation Outline basic concepts in quality control and assurance with emphasis on higher education (H.E). Outline basic concepts in quality control and assurance with emphasis on higher education (H.E). Present an integrated system approach to higher education institutes with various schemes of quality assurance.Present an integrated system approach to higher education institutes with various schemes of quality assurance. Discuss practical methods for quality assurance and improvement. Discuss practical methods for quality assurance and improvement.

OutlineOutline Introduction Introduction Fundamentals of Quality Control and Quality Assurance. Fundamentals of Quality Control and Quality Assurance. Existing models for H.E Quality Assurance. Existing models for H.E Quality Assurance. A System Approach to Higher Education Quality Assurance. A System Approach to Higher Education Quality Assurance. Quality Assurance Components. Quality Assurance Components. Conclusions. Conclusions.

IntroductionIntroduction Role of H.E Prepare needed work force needed by the country. Educate population. Create and disseminate knowledge. Develop the technological base. Provide a competitive edge for the nation. Serve the immediate and future need of the nation.

Fundamental of Quality What is quality in general? What is quality in general? Fitness for purpose or use (Juran) Fitness for purpose or use (Juran) Conformance to requirement specifications ( Crosby) Conformance to requirement specifications ( Crosby) Quality is the ability of a product or service to consistently meet or exceed customer expectations (Textbook and ASQ). Quality is the ability of a product or service to consistently meet or exceed customer expectations (Textbook and ASQ).

Fundamentals of Quality A product or service's nature or features that reflect capacity to satisfy express or implied statements of need ( Deming). A product or service's nature or features that reflect capacity to satisfy express or implied statements of need ( Deming). A product and service characteristics as offered by design, marketing, manufacture, maintenance and service that meet customer expectations (Feigenbaum) A product and service characteristics as offered by design, marketing, manufacture, maintenance and service that meet customer expectations (Feigenbaum)Feigenbaum Quality is a dynamic state associate with products, people, processes and environment that meets or exceeds customer expectations” extended definition of quality.Quality is a dynamic state associate with products, people, processes and environment that meets or exceeds customer expectations” extended definition of quality.

Dimensions of Quality Performance - main characteristics of the product/service Performance - main characteristics of the product/service Aesthetics - appearance, feel, smell, tasteAesthetics - appearance, feel, smell, taste Special features - extra characteristicsSpecial features - extra characteristics Conformance - how well product/service conforms to customer’s expectationsConformance - how well product/service conforms to customer’s expectations Safety - Risk of injurySafety - Risk of injury Reliability - consistency of performanceReliability - consistency of performance

Dimensions of Quality Durability - useful life of the product/service. Durability - useful life of the product/service. Perceived Quality - indirect evaluation of quality (e.g. reputation).Perceived Quality - indirect evaluation of quality (e.g. reputation). Service after sale - handling of customer complaints or checking on customer satisfactionService after sale - handling of customer complaints or checking on customer satisfaction

Quality Control Versus Quality Assurance Quality control is a process that evaluates output relative to a standard and takes corrective action when output des not meet the standard.Quality control is a process that evaluates output relative to a standard and takes corrective action when output des not meet the standard. Quality assurance QA requires a structured approach to prevention of quality problems through planned and systematic activities: specification, review, monitoring and documentation. QA demands a quality management system. Quality assurance QA requires a structured approach to prevention of quality problems through planned and systematic activities: specification, review, monitoring and documentation. QA demands a quality management system.

Quality policy It is a statement that guide the practices and behaviors essential for quality achievement throughout the system as a whole. The policy has to be properly and consistently implemented by all concerned. The quality policy must include: It is a statement that guide the practices and behaviors essential for quality achievement throughout the system as a whole. The policy has to be properly and consistently implemented by all concerned. The quality policy must include: The organization structure for quality: roles, responsibilities - general and specialist. The organization structure for quality: roles, responsibilities - general and specialist. How client/customer needs and perceptions will be identified. How client/customer needs and perceptions will be identified.

Elements of Quality Policy How the organization will gear itself up to meet customer needs - technically and economically. How the organization will gear itself up to meet customer needs - technically and economically. The elements and operation of the quality management system. The elements and operation of the quality management system. How suppliers and supplies will be required to meet performance and efficiency standards How suppliers and supplies will be required to meet performance and efficiency standards

Elements of Quality Policy How a prevention and continuous quality improvement approach will be emphasized and implemented over an "inspect-out" approach. How a prevention and continuous quality improvement approach will be emphasized and implemented over an "inspect-out" approach. How communication, knowledge, information and staff development will feature in the organization's quality efforts.How communication, knowledge, information and staff development will feature in the organization's quality efforts. How quality management systems themselves will be reviewed to ensure they are working effectivelyHow quality management systems themselves will be reviewed to ensure they are working effectively

Top management.Top management. Design.Design. Procurement.Procurement. Production/operations.Production/operations. Quality assuranceQuality assurance Responsibility for Quality

Packaging and shipping. Packaging and shipping. Marketing and sales.Marketing and sales. Customer service.Customer service.

Quality in Higher Education The three major outputs from Higher Education Institutes are: The three major outputs from Higher Education Institutes are: Graduates. Graduates. Research. Research. Community services. Community services.

Exiting Quality Assurance Models British Model. British Model. External ExaminersExternal Examiners Accreditations Accreditations External Audits. External Audits. Professional bodies. Professional bodies. American ModelAmerican Model Regional Accreditation bodies. Regional Accreditation bodies. National Accreditation bodies. National Accreditation bodies. Self assessment Self assessment

Faculty Processes Curriculum Institutional Support Laboratories Computing Facilities Institutional Facilities Processing & Delivery Graduates that Perform Outcomes that Achieve Educational Objectives Students InputsOutput Assessment/Feedback System Model

Quality Assurance of Input Student Student Admission Criteria Admission Criteria Pre-year programs Pre-year programs Special skills programs Special skills programs

Quality Assurance of Input Curriculum Curriculum Program outcomes Program outcomes ABET CriteriaABET Criteria Design Design Engineering ScienceEngineering Science Math and science Math and science General education General education

Quality Assurance of Input FacultyFaculty RecruitmentRecruitment DevelopmentDevelopment RetentionRetention

Quality Assurance of Input Infrastructure Infrastructure LaboratoryLaboratory Computing facilitiesComputing facilities

Quality Assurance of Input Institutional Facilities/ SupportInstitutional Facilities/ Support Adequate built area/lectures hall Adequate built area/lectures hall Adequate library. Adequate library. Central computing facilities Central computing facilities Financial support Financial support Technical support Technical support Financial support Financial support etc. etc.

Quality Assurance of Input ProcessesProcesses Identify core processes Identify core processes Admission Admission Recruitment Recruitment Teaching/learning Teaching/learning Curriculum development Curriculum development Program assessment Program assessment etc etc

Teaching and Learning Movement from teaching centered to learning centered.Movement from teaching centered to learning centered. How to assure teaching and learning quality ?How to assure teaching and learning quality ? Experienced faculty Experienced faculty Peer review and mentoring programs. Peer review and mentoring programs. Student evaluation Student evaluation

Outcome Assessment Develop clear programs objectives and outcomes Develop clear programs objectives and outcomes Assess the achievement of the program objectives and outcomes. Assess the achievement of the program objectives and outcomes. Direct methods and indirect methods Direct methods and indirect methods Outcomes exams Outcomes exams Employer surveyEmployer survey Alumni survey Alumni survey

Responsibility for Quality Assurance Top management must be committed to quality. Top management must be committed to quality. Department chairmen must play a key role. Department chairmen must play a key role. Culture for quality. Culture for quality.

Total Quality Management A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction. A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction. TQM is an approach of doing business that attempts to maximize the competitiveness of an organization through the continual improvement of its products, services, people, processes and environment.TQM is an approach of doing business that attempts to maximize the competitiveness of an organization through the continual improvement of its products, services, people, processes and environment.

Organization for Quality Customer Focus Customer Focus Leadership and teamwork Leadership and teamwork Quality CultureQuality Culture Employee involvement and empowerment Employee involvement and empowerment Education and training Education and training Decision making and problem solving using TQ tools and others. Decision making and problem solving using TQ tools and others. Effective communication Effective communication Implementation issues Implementation issues

Thank you for listening and any Thank you for listening and any Questions or comments are welcomed.