1

Preface to the Term Paper

This document is the requirement of academic course Total Quality Management. The basic
purpose of this assignment is application of all those theories, principles, concepts and ideas
which we have studied during the course of Total Quality Management in a perspective
educational organization. During the completion of this term paper I personally realized that
without working on this task I may not be able to understand the TQM in a broad perspective. It
assisted me in organizing ideas and made me able to study thoroughly about TQM which is very
fruitful for me.

Introduction
Total quality management is new paradigm that focus on continue quality improvement and
customer satisfaction. Total quality management comprises whole system. Quality brought
immense change in production process. Its attribute related to a product that how much its
consumers are satisfied with it. Quality is a positive and dynamic concept. Total quality
management includes holistic view of a product to make it defect free product (Omachonu &
Ross, 2004). There are various techniques to quality assurance. Meaning of quality assurance or
achievement may different according to the nature of the field. There are four Pillars of Total
Quality Management:

Suppliers &
customers

Continuous
improveme
nt

Work within
system

Managemnt
's
responsibilit
ty

The first among the fundamental tenets is that the organization must focus, first and foremost, on
the suppliers and the customers. In a TQM organization, everyone is both a customer and
supplier. It is essential to identity ones roles in the two capacities to better understand the
systemic nature of the work in which all are involved. In the classroom, teacher and student
teams are the equivalent of the front-line workers. The product of their successful work together

is the development of the students capabilities, interests, and character. In one sense, the student
is the teachers customer, as the recipient of educational services provided for the students
growth and improvement. Viewed in this way, the teacher and the school are suppliers of
effective learning tools, environment, and systems to the student who is the schools primary
customer.
The second fundamental tenet pertaining to total quality management is that everyone in
the organization must be dedicated to continuous improvement, personally and collectively. As
James and James (1998) has suggested, those organizations which are most capable of surviving
and prospering are learning organizations where people, processes and systems are dedicated
to continuous improvement personally and collectively. In order to be true learning
organizations, schools must be afforded the resources, especially time and money, needed for
training, quality circles, research, and communication with the schools.
The third fundamental tenet is that the organization must be viewed as a system and the
work people do within the system must be seen as ongoing processes. In the case of any
disruption individual teachers and students then, are less to blame for failure than is the system
the seemingly immutable patterns of expectations, activities, perceptions, resource allocations,
power structures, values, and the traditional school culture in general. In total quality
management, attention is given to the system more than anything else.
The fourth fundamental tenet is that the success of Total Quality Management is the
responsibility of top management. Without concerted, visible, and constant dedication to making
TQM principles and practices part of the deep culture of the organization, efforts are bound to
fail. Institutional leaders must focus on establishing the context in which students can best
achieve their potential through the continuous improvement of products and services. Teachers

must focus on establishing the context in which students can best achieve their potential through
the continuous improvement of teachers and students work together. Educational leaders who
create total quality school environments know that improving test scores and assessment symbols
is less important than the progress inherent in the learning processes of students, teachers,
administrators, and all of the schools stakeholders.
Reason for Implementing Total Quality Management
Total quality management (TQM) intends to meet and exceed the customer needs. It provides
guiding principles regarding the functions of entire organization. Competition is rising high day
by day with other educational institutions therefore adopting new paradigm of TQM is necessary
to compete the other institutions. In order to survive in competitive environment institutions need
to be worry about the quality.
Furthermore stakeholders of the educational institutions, parents, students and sponsor
agencies (if any) are very aware and they are conscious about quality. This is one of the reasons
behind adopting new philosophy (TQM) in institutional practices to satisfy the stakeholders. As a
prestigious educational institution, establishment tries to maintain the quality standards on
continual basis. Therefore educational institutions need to strive for quality achievement.
Employees of quality oriented institution feel pride to be part of that particular institution as
result their motivation level increases which as positive affective on their output.

Total Quality Management (TQM) in Education

Total quality management is a philosophy that is driven by the constant attainment of client
satisfaction through the continuous improvement of all organizational processes. In educational
institutions students and their parents should attain satisfaction from educational services. Many
people contributed in promoting concept of TQM but contributions of some persons, Kauru
Ishikawa, W. Edward Deming, Joseph Juran and Philip B. Crosby are very prominent. Idea of
TQM is firstly introduced by in the field of business but later on this paradigm started making
popularity in the educational field. In educational institution student is considered as product
which is unlike industrial product. Quality education must be comprises of four ingredients
(Winn & Green, 1998). Those four pillars are:

Learnin
g to
know

Learnin
g to
live
togathe
r

Quality
Educati
on

Learnin
g to do

Learnin
g to be
Defining quality in the context of human being is not an easy task. It can be define through
standards and some criteria to ensure the quality. Total Quality in education focuses on holistic
positive development of individuals and makes them able to use their abilities to optimum level.

Institution Name
Fatima Jinnah Women University, Gujar khan Rawalpindi

Features of the
institution

Public
institution
Newly
Established
Specialized for
women

Institution will cater two streams of knowledge

Social Sciences

Science

Social Sciences

Social Secinces
Islamic Education, Political Science, Law,
Linguistic, Literature, Education, History,
Sociology,

Bio,Chemistry, Physics, Envirnmaental

Sciences,
Engeering , Computer, Mathmetics

This group caters the needs of students who are interested to peruse their education in Social
Sciences. This discipline will provide education to individuals up to mark and tries to prepare the
individuals according to the need of the society. Individuals belong to this discipline provide
their services mostly in the social well fare activities. Faculty members of this discipline have
experience and dedication to perform their role effectively. On going training process for more
improvement is part of their job. Recruitments of faculty members made on fair and merit basis
to take best among them for the improvement of existing system.
Science Group
Individuals related to this discipline take subjects regarding the field of natural sciences. To
facilitate these students new laboratories and qualified faculties members will serve the
institution. To fulfill the learning needs of the students, experimental labs, computers labs and
other facilities which they require will be provided to the students. Institution will provide a
conducive learning environment to its students.

Key Functional Position of the Institution

Chancellor

Vice Chancellor

Registrar, Assistant
Registrar and other relevant
personnel in administrative
block

Clerical staff

Sanitary staff

Back ground

Deans, Directors ,
Chairmen, Teaching staff

IT staff

Gardening staff

Quality Improvement
Committee, Research,
Students affairs &
Discipline committees,

Library staff

Security staff

10

This university is newly established for women, located in semi urban area of district
Rawalpindi. It is a public institution that will funded by government. This institution will cater
both streams of knowledge, Science and Humanities. Teaching and non teaching staff for the
institution will be appointed on the merit basis. This institution will perform all its functions
according to the principles of new paradigm, total quality management. There will be a Quality
Improvement Committee (QIC) which will ensure that all activities are taking place according to
the prescribed principles to achieve the quality. This committee will define the vision, mission
and goals of the institution.
Vision
This institution intends to empower women and maximize their contribution through the
provision of quality education. Produce civilized, responsible and skilled members who can
positively contribute in society.
Mission
Our mission is providing chance to young graduate to show their full potential and achieve
excellence to move forward. It aims to generate a cadre which produce new knowledge and
establish a civilized society. This institution puts emphasis not only on managing quality at the
input but in developing a quality culture in the whole organization. Institution believes that
developing human resources is first priority for peace, progress, and prosperity.

Goals

11

Promoting quality in every activity of the organization

Process of quality achieving never ended, it is a on going process
Promoting moral values and civic education for peaceful society
Empowerment to educationist and other authorities
Strengthening the quality of education through better teachers, upgraded training options,
curriculum & textbook reforms, and competency based examination system.

Achievement strategy

These objectives will be achieved by utilization of allocated resource efficiently

Upgrading the quality of instruction
Provision of latest technology in the institutions
Focus will be given to teacher training programs to make them able to utilize the latest

technology and up date their knowledge

Improving the management structure
Implementing devolution, and increasing community and private sector involvement
Through conducting curricular and co curricular activities

There will be a Total Quality Management Map (TQMM) which will develop by Quality
Implementing Committee (QIC) of the institution.
Total Quality Management Map (TQMM)

10) Feedback from

Stake holders

9) Reward for
competent employee
em
6) Employee
Empowerment

5) Introducing
modern technology

8) Acknowledge
Employees Efforts

12

7) Out Put: Quality

Product

4) Promoting
Quality Culture

3) Creating learning
environment and staff
development

Ensure
Quality

2) Commitment by
Leadership

1) Quality Implementing
Committee
11) Always welcome
Suggestions

Map for the Implementation of Total Quality

Management

Quality Improvement Committee (QIC)

There will be a committee in the institution, (QIC) which will strive for the achievement of
quality. This committee will comprise of five members who will experts of their fields. Chairman
of the committee will be leader of the institution. Quality is an important issue for the Quality
Improvement Committee (QIC) because it is important to competitive success. Following will
major focus of QIC for successfully implement a quality program in the institution:
Ensure that top management is committed to the program and has dedicated sufficient
resources to the efforts
Establish award and recognition program for quality related activities
Provide training for all employees on the quality process
Recognize that quality is every employees job

13

Celebrate successes and efforts made by employees to improve quality.

Establish a communication programs, internal and external, that supports the quality
program
Establish minimum standards for each functional department, where each department
should identify and monitor key processes and create control charts, tracking indicators

over time.
When opportunities for improvement are identified, develop an action plan, implement
it; check to see if the actions resulted in the desired improvements, and incorporate the

change into the process or continue to improve.

Develop feedback systems to increase understanding of what is valued by the clientele.
Application of TQM in the Fatima Jinnah Women University Gujar khan
The concept of total quality management can be understood better in the context of the fourteen
points of total quality that has been advanced as a framework by W. Edwards Deming. The
fourteen points of Deming will be applied in the present institutional setting. The fourteen points
of Deming with application are the following:
1) The creation of constancy of purpose by developing a mission statement on the goals
and objectives of the educational process
Application in the institution:
Institution has defined vision, mission and goals and will align its practices according to define
vision and mission. All activities, teaching learning, curricular and co-curricular will be
consistence with the vision.
2) Adopt a new Philosophy
Application in the institution
The adoption of a new philosophy provides insight the institution that it will focus on holistic
development of the students. Moreover institution will ensure quality in all aspects of

14

institutional operations, such as classroom instruction, stationary shop, security and maintenance
of sanitation. Institution will work on the policy of cooperation with other institutions.
3) Cease dependence on mass inspection to achieve quality
Application in the institution
Institution will empower employees and provide them chance to show their performance.
Teachers will not be assess in traditional way they will have choice to select teaching method,
conduct activities in the classroom. Institution will reduce focus on inspection while pay more
attention on the students learning and character building.
4) Terminate the awarding of business on the basis of price
Application in the institution
Institution will appoint best available teachers and instructional resources at affordable prices,
not the lowest. All infrastructure, furniture, computers, stationary, fans, lights, air conditioners,
laboratory equipments and many other things will purchase according to this principle. There
will be not compromise on quality.
5) Improve constantly and forever the system of production and service to improve
quality and productivity and thus to constantly decrease costs
Application in the institution
Institutional leadership will strive for constant improvement of process for the satisfaction of
students and their future employers and the happiness of the administration, the employers, and
suppliers of the institution. Achieving one milestone provide motivation to move forward and
bring further improvements in the institution.
6) Institute training on the job
Application in the institution

15

Trainings for teaching and non-teaching staff (e.g. IT staff) will be arranged initiated in the
institution. This institute training will bring immense positive change in the out put of staffs
performance.
7) Institute leadership
Application in the institution
Institutional leadership will focus on the decentralization of the power. Teachers
autonomy, while delivering lectures and dealing with their students, will be major concern of the
institution. Teachers can do their activities independently but those activities must be aligned
with institutional policy.
8) Drive out fear so that every one may work effectively for the company
Application in the institution
This institution will be fear free. Staff and students will feel comfortable in the institutional
environment. They will work confidently that may charge their motivation in a positive way.
Similarly students will learn and show what they have learned in a fear free environment.
9) Break down the barriers between departments
Application in the institution
Institution will promote culture of cooperation. Intra department competitions and conducting
activities will provide a chance to department to share new things with each other. This
collaboration will enhance the social relation of the students by enhancing their social learning.
Such kind environment will promote culture of sharing knowledge and new strategies in the
relevant fields.
10) Eliminate slogan exhortations and targets asking for new levels of productivity
without proving the work force with the methods to do the job better

16

Application in the institution

This institution will just keep its focus on out put and results rather than slogans. All the
stakeholders of the institution will be aware that only hard work and quality work is key to the
success. Institutional leadership will strive constantly to find out the new ways to bring quality in
the teaching learning process. Institutional policy will emphasis on continual improvement and
will believe in the phrase:
Actions speak louder than words
11) Eliminate work standards prescribe numerical quotas
Application in the institution
Quality will be ultimate indicator for judging the performance of the, staff particularly
performance of the students, rather the quantity. Grade system and numbers in the institution will
be least concern of the stakeholders their first priority will be given to quality work. Students
will be not distinguished in the class on the basis of their grades. Every student will be
encouraged and motivated in class. Evaluation system of the institution will be knitted with this
principle tightly.
12) Remove the barriers that rob the people of their rights to pride of workmanship
Application in the institution
Individuals who perform better and do something new will be acknowledged. Leadership will
appreciate the innovation by removing hurdles in the way of betterment. Employees will make to
feel pride on what they will do something new and positive.
13) Institute of vigorous program of education and self improvement
Application in the institution

17

Leadership will develop an institutional mechanism where every staff member will focus on
his/her own development path and method to achieve his/ her goals. Promotion of self analysis
trend will able the teachers to reflect upon their teaching methods and decide what they need to
improve or overcome. Reflective teaching practice is a useful tool for professional growth.
14) Put everyone in the company to work to accomplish the transformation
Application in the institution
This institution will provide chance to the stakeholders for their participation in setting out the
mission and goals. Thorough involving everyone in institutional plans polices and execution
process stakeholders feel pride and sense of ownership. Furthermore this consultation will bring
innovation and uplift the transformational process in the institution.
Application Quality in higher education is a multidimensional concept which will
embrace all its functions, and activities: teaching and academic programmes, staffing, students,
generation of new knowledge through research buildings, facilities, equipment, services to the
community and the academic environment.
The TQM concept applied to higher education embraces all fields and levels of education and
has an effect on the following:

Teaching Learning process,

libraries, documentation and
communication, Research

18

Academic
Activities

Administrativ
e Activities
/dealing with
Stake holders

TQM
Application in
Areas

Building, furniture, latest

equipments in laboratories,
modern technology

Physical
Facilities

Examination
and
Evaluation
system

TQM in Management Tasks

Major Tasks of a manager are; Planning, Organizing, Staffing, Budgeting and Communicating.
In this institution, all of these tasks manager will do according the principles of TQM to ensure
the quality. Application of TQM in managing and directing of the employees professional
potential, on the policy and strategy, on resources, key processes, user satisfaction, social
reputation and the key results of institutions will be done keeping in view the principles of TQM.
It is being expected that using total quality management in educational process, educational
institutions successfully distribute their accumulated knowledge and increase their efficiency.
Total quality management helps achieving the goals and tasks. There are some of major areas
where TQM will be applied:
Customer focus

19

Customer satisfaction and exceeding the expectation is ultimate goal of total quality
management. Customers of educational institution are parents and students. This institution will
be customer focus which will try to meet and exceed the customers satisfaction by assuring
quality.
Maintaining Uniqueness
Due attention will be paid to specific institutional, national, and regional contexts in order to take
into account diversity and to avoid uniformity. Institution will focus on developing and
maintaining distinguishes worth through quality work. Vision and mission of the institution will
display on the main areas of the institution. Purpose of displaying in main areas is reminding the
management, employees and all other stakeholders the vision of the institution.

Provision of Modern Technology

The new information technologies are an important tool for the completion of any task. Due to
their impact on the acquisition of knowledge and administrative activities management will
ensure the provision of modern technology in the institution.
Curricular and co-curricular Activities
For holistic development of the students and engaging them in positive activities institution will
organize curricular and co-curricular activities for students. Staff members will be part of
organizing committee and all students will be encouraged to participate in these activities.
Inculcating value system in students

20

Major focus of institution will be on the civic training of the students. Islamic teachings and
ways of living will foster among students. Academic programs, in this institution will be
integrated with values and religious teachings. Before starting the formal lectures in the class,
teacher will share a little part of Islamic knowledge with students everyday. Value inculcation
will be promoting through curriculum and co curriculum activities. Similarly value integration
will be making sure in management practices by role modeling from the side of leadership. As it
is mentioned in the goals of the institution therefore value education will be part of the daily
teaching learning process.
Students with Disabilities
Students who are physically problems, paralyzed or other problems will be facilitated in the
institutions. Accelerator will be arranged similarly problems of visual and hearing impaired
students will be considered by management accordingly. Institution will strive to meet the needs
and demands of it stakeholders to optimum level.
Staff Development
To attain and sustain national, regional, or international quality, certain components are
particularly relevant such as; careful selection of staff and continuous staff development, in
particular through the promotion of appropriate programmes for academic staff development
including teaching/learning methodology or may be regarding the utilization of modern
technology.
Employee Empowerment

21

Employee empower is new arrival but very useful concept in the management. Employees
empowerment promotes the involvement of employees which really meter. Their opinion and
participation is considered valuable. Keeping view endless advantages of Employee
empowerment this notion will be adopted by the management of this institution.
Motivation among Employee
Employees of the institution will motivated with active participation in the thinking process.
Employees will feel pride to be part of the institution which considered their opinion worthy. In
result of this employees involvement they feel a sense of ownership with the institution
meanwhile their motivation level will be high.
Reward System
Institution will award the employees with best the performance. Award system will enhance the
motivational level of the employees. On the contrary, none of the employee will suspend on poor
performance rather training will provide them to overcome the deficiency. There will some
indicators which will help in deciding the award nominees. Such as indicators for best teacher
award:

Command on the subject knowledge

Teaching Method
Communication skills
Participation in research work and professional development activities
Personality (Appearance)
Maintaining healthy (professional) relations with all stakeholders
Punctual

Evolution and Feed back

22

Internal self-evaluation and external review will be conducted openly by independent specialists
for enhancing quality. International standards will also review to make the evolution system
more authentic and fruitful. Stakeholders will be an integral part of the institutional evaluation
process and management will consider the feedback of stakeholders keenly.
External Quality Assurance
Purpose of external quality assurance committee will involve of external stakeholders including
employers, professional bodies and general public about the quality of education institution. This
impartial and objective review will assist in achieving quality. This committee will meet the top
management and share its views with them.
Active Involvement of stakeholders
Active involvement of stakeholders is significant factors in the growth of the economy. It will
focus on continual improvement. Involvement of the employees in institutional matters provides
them a sense of ownership.
Striving for excellence
Institution will develop system of bench marking and apply the best practices in every activity of
the organization. Institutional will enhance positive relations with other competitive institutions
and share experiences to achieve the excellence. Institution will never end up its efforts for
improvement it will work on continual basis to move forward.
Utilization of Technology
This institution will utilize modern technology in institutional activities. Particularly emphasis
will on the provision of latest technology to student to make aware about the new trends in the

23

world. Technology will assist the institutional staff in the completion of work in efficient way by
saving a lot of time.
Bench Mark System (BMS)
The benchmarking is a process which allows organizations to compare and share best practices
of the organization with each other. Purpose behind sharing is to enhance the productivity and
promote a healthy working environment among organizations. This institution will follow four
steps while adopting BMS. Those four steps are:
Quality implementing committee will initially identify what will be benchmarked,
identify comparative organizations, and determine data collection methods.
Data will be collected internally on its own work methods and externally from other
organizations.
Data will analyse to identify performance gaps and the cause of differences.
Formulating and implementing an action plan that will result in meeting or exceeding the
standards of others.
Bench marking will bring positive change through, sharing new ideas, exchange of knowledge,
interactive networking, mobility of teachers and students. This practice will enhance the
exposure of students and also enrich experience of the teachers. For example one institution has
100% attendance of students at the end of semester. It is a good bench mark for others to follow.

Pareto Principle
Pareto principle is a tool which helps to prioritize problems for solutions. According to this
principle 80% problems are causes by 20% people. It is known as 80-20 rule. During the
accomplishment of tasks in the institution, if problems and hurdles will occur then institution
will focus on that 20% area to improve the situation. Management will review its practices and

24

try to improve those. People will be involved in finding the solutions of the problems and in
searching strategy to prevent in the future. For example teachers are not giving the desired
response and problem may be generated from the management side. Sometime poor
communication system create problem which leads towards misunderstandings. Improving
communication system and make it according to TQM principle is responsibility of manager.
Therefore effective communication which demands desired response in time, prevent from
misunderstandings.

Six Sigma Applications

Concept of six sigma focuses on the reduction of mistakes. Six sigma is practiced for flawless
management practice. It is a statistical procedure to ensure the quality. This institution will adopt
six sigma models for quality assessment and avoid defective management. Assessment system of
teachers performance and result of the student will be expected according the six sigma
technique. Teacher will make it sure that maximum students in the class understand the concepts
and respond actively to the related questions.
Self Review
Quality Implementing Committee will review the quality standards on continue basis. Committee
will assess the existing practices that either these are matching the goals or not. Furthermore
committee will ensure that all practices and activities must be done according the define goals of
the institution. QIC will do SWOT (Strength, Weaknesses, Opportunities and Threats) analysis of
the activities and processes.

25

Ending Thoughts
To improve education quality, an essential factor of economic and social development in the 21st
century, is crucial for development. Society needs individuals who posses the skills and
competences through which society can be uplifted. To meet the demands of the society,
educational institutions must turn their focus towards the provision of education which can fulfill
the demands of society. These demands can only be fulfilled by fostering quality in the all
educational activities. Therefore ensuring quality in educational process has become a dire need
of educational institutions to compete in the present market.

26

References
James, V., & James, L. (1998). Higher Education and Total Quality Management. Total Quality
Management, 9, 659-668.
Omachonu, V.K.,& Ross, J.E. (2004). Principles Of Total Quality (3rd ed.). Boca Raton, FL:
CRC Press.
Winn, C. R., & Green, S. R. (1998). Applying Total Quality Management to the Education
process. Int. J. Engng Ed. Vol 4 (1).