Quality measurement and quality assurance in higher education

Abstract

This paper discusses the notion of quality measurement and describes the role of an enterprise‐wide, technology‐based continuous Quality Measurement System (QMS2000) in the quality assurance program at the University of Louisville. QMS2000 is a relational, interactive information system that includes data from 273 student, alumni, faculty, staff, and employer satisfaction surveys that are linked to corresponding databases at the university. QMS2000 is on‐line, operating in a networked, client‐server environment that permits licensed users access to designated components of the system at any time from designated desktops at the university. QMS2000 users generate reports and perform advanced statistical analyses drawing from the databases. The data and reports are integrated into the accreditation, strategic planning, budgeting, outcomes assessment, and program review processes at the university. The paper closes with a discussion of the initial impacts of QMS2000 on the university’s efforts at quality assurance.

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“…Eles reafirmam que os proponentes desse instrumento criaram um método alternativo que se baseia no desempenho percebido do serviço, considerando a ordem de casualidade entre a qualidade do serviço e a satisfação do cliente (usuário), justificando que a qualidade não deve ser medida por meio das diferenças entre expectativa e desempenho, e sim como uma percepção que conduz à satisfação de clientes (SIQUEIRA, CARVALHO, 2006). Em se tratando de qualidade em ensino superior, Rowley (1997) KUEI, 2003), sendo que o mercado é que, provavelmente, irá absorvê-los como profissionais (CHENG, 2000), as IES têm a responsabilidade social de garantir a satisfação de todos os stakeholders envolvidos, e, para tanto, os gestores educacionais precisam desenvolver um sistema de medição válido, confiável e aplicável da qualidade de seus serviços (ROWLEY, 1997;WELSH, DEY, 2002).…”

Achieving Egyptian higher education institutions' excellence through the application of the EFQM model: an investigative study

“…Up to now, many have highlighted the vital role of quality in higher education institutions (Hammond et al, 2004;Kettunen, 2006b;Umashankar and Dutta, 2007) while some have pinpointed the use of quality and excellence models through the years, in evaluating the strategic environment of higher education institutions (King, 1995;Welsh and Dey, 2002). Alternatively, the Higher Education Funding Council for England (HEFCE) (2003) said that worldwide, there has been an increased use of quality models to ensure continuous improvement in organisations.…”

Accountability of University: Transition of Public Higher Education

“…Polls show that an increase of emphasis on reporting and controlling is an international trend. It is manifested in adapting business models to accounting for finance, management of education quality and other processes in higher education (Welsh & Dey, 2002;Mutula, 2002;Cruickshank, 2003;Sahney et al, 2004;Freeman & Thomas, 2005;Burbules & Torres, 2000).…”