Quality Engineering vol. 9 issue 1 - September 1996
Abstract: [This abstract is based on the author's abstract.]
Leaders at the University of Wisconsin-Madison want to transform the institution to a Total Quality University. As a pilot project, students and an instructor worked as a team to improve the quality of teaching in a class. By treating students as customers, the team identified 50 areas that affected teaching quality. Six areas in which most students indicated problems were identified via a class survey. Changes were then implemented by the instructor to dramatically reduce the defect rate as viewed by customers in these areas. For example, the defect rate fell from 78 percent to 22 percent for computer instruction, 56 percent to eight percent for blackboard presentation, and 82 percent to 46 percent for overhead presentation. A system to transfer knowledge to the next team to ensure never-ending improvement was also developed.
Keywords: Case study - Continuous quality improvement (CQI) - Total Quality Management (TQM) - Higher education - Problem solving - Customer satisfaction (CS)
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