Abstract

Faculty members in higher education have resisted TQM (total quality management). However, TQM principles can improve the educational process. In a customer -focused classroom, the instructor is eager to receive student feedback, especially if the feedback is used for improvement rather than for inspection of instructors. If the student is a customer, then failure means that a course does not meet student needs. The needs can be better met if supplier courses match the expectations of their target courses. Attendance requirements are inappropriate, because some students can do well without being at every session. Statistical process control concepts can help instructors understand the pattern of test scores and course grades. Other improvement techniques for instructors include: visiting each others' classes; having employment evaluations that look to the future rather than the past; hiring adjunct faculty for the long term rather than for only a semester; and helping some students see that school might not be the best alternative for them.