A total quality management system for a university faculty.

Abstract

Total Quality Management, (TQM), is an internationally recognized system of

improving quality in industry. Globally, academic institutions have also adopted

the principles of TQM systems to enhance the quality of their operations. The

main aim of this study was to determine whether a TQM system can be

implemented at faculty level in a University and what resources would make it

sustainable.

Research data was obtained by surveying staff and students at the University of

KwaZulu-Natal, (UKZN). A probability sample of 330, from a population size of

2500, was drawn from the Faculty of Engineering at UKZN. Qualitative and

quantitative data from questionnaires and phenomenological interviews was

collected for analysis to meet the studies objectives. A salient feature of the

study was that all candidates surveyed believed that a TQM system was

needed for the Faculty of Engineering at UKZN. The study also showed that

staff and students believed that a TQM system would lead to improved quality,

standards, operational efficiency, image and reputation for the Faculty of

Engineering.

The overall results revealed that a University faculty‟s operations would benefit

from improved quality. A TQM system would be the most appropriate method of

achieving improved quality across the board. The study led to the development

of a TQM system framework and model that would benefit operations in a

University faculty. The study can assist other University faculties that want to

improve their operations, across the board, by using a TQM system.