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Constructs of quality in higher education services

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  • Vijaya Sunder M.

Abstract

Purpose - The purpose of this paper is to present various quality constructs, their application, success and shortcomings, in higher education (HE) services. Design/methodology/approach - This paper aims at reviewing the quality constructs in higher education services through a general review. The paper is organised to highlight different quality practices which higher education institutions have followed from 1990s till date. The paper is scoped to discuss about total quality management (TQM), Kaizen, Six Sigma, Lean and Lean Six Sigma (LSS) comparing their value addition and shortcoming in imbibing quality into the higher education. Publications indexed in Scopus database are considered for the review. The focus of the search in the selected publications was to identify the success and shortcomings of various quality constructs in HE services. Findings - The requirement for a quality construct in higher education industry is an important finding of the paper. Alongside this, the reasons behind the shortcoming of quality practices used in higher education system were highlighted. The findings include the opportunities for future research for imbibing quality culture in HE. Research limitations/implications - The literature discussed in the part of the paper is restricted to TQM, Kaizen, Six Sigma, Lean and LSS. Though the usage of such quality practices in HE originated in 1990s, there is no one robust sustainable practice till date, which proved to be a pacesetter. This paper validates this assertion, which helps both academicians and practitioners with a new perspective. Originality/value - This paper would serve as an excellent resource for both academicians and practitioners to understand the history of quality which contributed to the improvement in HE services, and how the quality excellence has evolved over the years. The paper concludes with a discussion on opportunities for future research to develop quality frameworks for HE services.

Suggested Citation

  • Vijaya Sunder M., 2016. "Constructs of quality in higher education services," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 65(8), pages 1091-1111, November.
    • Handle: RePEc:eme:ijppmp:ijppm-05-2015-0079
    DOI: 10.1108/IJPPM-05-2015-0079
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    Citations

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    Cited by:

    1. Andreas Kakouris & Eleni Sfakianaki & Marios Tsioufis, 2022. "Lean thinking in lean times for education," Annals of Operations Research, Springer, vol. 316(1), pages 657-697, September.
    2. Loutfi Boulahlib & Noor Hazilah Abd Manaf & Izhairi Bt Ismail & Rafikul Islam, 2022. "Exploring Factors Influencing Academic Staff Attitude towards the Implementation of Total Quality Management (TQM) in Higher Education," International Journal of Human Resource Studies, Macrothink Institute, vol. 12(3), pages 98125-98125, December.
    3. Sunder M, Vijaya & Ganesh, L.S., 2021. "Lean additives in a service factory: A design science approach," Technovation, Elsevier, vol. 104(C).
    4. José M. Ramírez-Hurtado & Alfredo G. Hernández-Díaz & Ana D. López-Sánchez & Víctor E. Pérez-León, 2021. "Measuring Online Teaching Service Quality in Higher Education in the COVID-19 Environment," IJERPH, MDPI, vol. 18(5), pages 1-14, March.
    5. Nur Sayidah & Sri Utami Ady & Jajuk Supriyati & Sutarmin Sutarmin & Mustika Winedar & Alvy Mulyaningtyas & Aminullah Assagaf, 2019. "Quality and University Governance in Indonesia," International Journal of Higher Education, Sciedu Press, vol. 8(4), pages 1-10, August.
    6. John Michael V. Faller, 2018. "Quality Assurance Implementation, Management Practices, and Staff Performance in the Technical Colleges of the Sultanate of Oman: Inputs for a Quality Intervention Program," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 7, July.
    7. Amal Said Al-Amri & Priya Mathew & Yong Zulina Zubairi & Rohana Jani, 2020. "Optimal Standards to Measure the Quality of Higher Education Institutions in Oman: Stakeholders’ Perception," SAGE Open, , vol. 10(3), pages 21582440209, July.
    8. Marco Maciel-Monteon & Jorge Limon-Romero & Carlos Gastelum-Acosta & Yolanda Baez-Lopez & Diego Tlapa & Manuel Iván Rodríguez Borbón, 2020. "Improvement project in higher education institutions: A BPEP-based model," PLOS ONE, Public Library of Science, vol. 15(1), pages 1-19, January.
    9. Lusia Permata Sari Hartanti & Ivan Gunawan & Ig. Jaka Mulyana & Herwinarso Herwinarso, 2022. "Identification of Waste Based on Lean Principles as the Way towards Sustainability of a Higher Education Institution: A Case Study from Indonesia," Sustainability, MDPI, vol. 14(7), pages 1-18, April.

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