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Abstract: Quality of higher education is its ability to produce a steady flow of people with high intelligence
and commitment to learning that will continue the process of transmission and advancement of knowledge.
Quality Function Deployment (QFD) is one of the Total Quality Management (TQM) techniques which can be
applied for process and design improvement. This study uses QFD as a tool for quality improvement and
benchmarking in higher education institutions of Pakistan. The study is based on primary data collected from
five hundred students which is considered as customers and five hundred teachers, considered as technical
describers from six Pakistani national degree awarding universities. A self designed questionnaire was used
for data collection. The data was analyzed using the techniques of QFD on higher education institutes of
Pakistan. On the basis of these feedback, a house of quality is developed, which highlighted the major
concerned areas of quality improvements in teaching and also highlighted some benchmarks where other
institutions are more productive.
Key words: Quality Function Deployment % Higher education % Relationship matrix % House of quality
% Pakistan
Corresponding Author: Muhammad Imran Qureshi, Department of Management Sciences, COMSATS Institute of Information
Technology, Abbottabad, Pakistan. E-mail: khalidzaman@ciit.net.pk.
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province of Pakistan. Furthermore, the study focuses on so more complications arise to define the quality in
establishing and testing dimensions to measure service sector [27] owing to the properties that
service quality in higher education institutions which differentiates services from goods. However, when most
assess the student’s preferences and perceptions of the quality definitions are applied to services sector
regarding the available educational services. This study usually turn to customer-centered [27], so customer
is organized as follows: after introduction in section 1, satisfaction is considered as a function of perceived
literature review is carried out in section 2. Research quality [23].
methodology is mentioned in section 3. Result and A definition for the “quality in education” falls in the
discussion is provided in section 4. Final section category of the general quality definition. Thus, different
concludes the study. researchers defined the term in their own way like
“excellence in education” by [28]; “value addition in
Literature Review: The word “Quality” is actually derived education” by [17]; “fitness of educational outcome and
from the Latin word which is “qualis”, means, “what kind experience for use” by [18]; “conformance of education
of”. As quality has a variety of connotations and output to planned goals, specifications and requirements”
meanings attached to it that’s why quality is a sort of by [29, 30]; “defect avoidance in the education process”
difficult term to define. It is usually referred as a “slippery by [19]; and “meeting or exceeding customer’s
concept” [15]. The term quality is defined from different expectations of education” by [14]. Thus Quality in
orientations and perspectives, according to the definition Education has variability of concepts and this creates
making at individual level, the applied measures and with problem in formulating a single and much comprehensive
reference to the context within which it is taken [16]. definition. According to Sahney et al. [31, p.3], the
Different researchers defined quality differently like, definition of TQM in Education as follows:
Peters and Waterman, 1995 defined quality as
“excellence”, according to Feigenbaum, [17], quality is “Total quality management in education is multi-
“value”, Juran and Gryna, [18], defined as “fitness for faceted. It includes within its ambit the quality of
use”, according to Crosby, [19], quality is “conformance inputs in the form of students, faculty, support staff
to requirements”, “defect avoidance” [20] and [14, defined and infrastructure; the quality of processes in the
quality as “meeting and/or exceeding customers form of the learning and teaching activity; and the
expectations. quality of outputs in the form of the enlightened
As TQM is currently widely practiced but in fact a students that move out of the system.”
single and a homogenous theory and concept of TQM is
lacking. While in theories, broadly in compliance with one Like in other services sector, education sector
another, it’s been noted a significant differences do exist. stakeholders consist of students, staff, faculty,
TQM is of course considered as a tool to underpin the organizations, parents and society - so they all have an
facilitation of quality. TQM seem to be explained in terms interest to deliver quality of education being by
of the organizational culture to “quality” and further educational institutions. According to Madu et al. [32]
improvements. From the consumers/users point of view, customers can be classified into input customers,
defining quality on the basis of product or service is transformation customers and output customers. So in
considered more useful. education system parents and students can be
However, if we put light on quality from the categorized as input customers, faculty and staff can be
perspective of the organization which provides goods or treated as transformation customers and output
services, the perspective more relevant to TQM, is customers are corporations and the society. Customers of
referred to the process-perspective which is more useful. higher education can be classified into two groups i.e.,
In quality management, organizations need to have a primary and secondary groups usually done on the basis
proper mechanism to meet customer expectations and of their locations like internal or external and on the basis
requirements within available resources. The last decade of frequency of interactions between institution and
of the century has observed the increase in acceptance customers [10]. Educator is the primary internal customer
and utilization of TQM in the services sector [21], and the student is considered as the secondary internal
especially considering service quality as an important customer. The students are considered as the primary
factor of growth, organizational survival and success external customer and their parents as secondary external
[22, 23, 24, 25]. Just like quality is difficult to define [26], customers.
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Middle-East J. Sci. Res., 12 (8): 1111-1118, 2012
In appraising the previous studies, higher education [39 examined that how to make students’ evaluations
institutions have a number of complementary and also of teaching more effective. According to the researchers,
contradictory “customers”. However it is also essential they found that students’ evaluation of teaching is
that customers should be identified and then processes multidimensional, stable, reliable, related with instructors
be established accordingly in order to find out the specific and unaffected by factors like workload, class size,
needs and also to maintain customer-oriented service module difficulty, etc. Similarly, researchers like [36] have
[33, 34]. It is important to identify the customer’s used the tool of quality function deployment (QFD),
requirements in order to better satisfy them. The customer mainly for services sector, to transfer the voice of
requirements are referred to the expectations made by customers (students) in stages into operations
customers from an educational system. The design requirements. [40] presented a systematic approach for
characteristics are referred as the design elements that the courses development process, which focuses mainly
contribute to make a system and then act on or are acted on student satisfaction and learning. The technique QFD
on by the transformation system. If a higher educational is also used by some other researchers like [41, 42], where
institution adopts and implements the components/ QFD is complemented by Analytical Hierarchical Process
elements and then designs its system considering these (AHP) for creating priorities after applying “Voices of
as bases, the requirements made by various customers Customer” and for each group of customer separately.
should be met easily and educational system will provide
satisfaction. MATERIALS AND METHODS
The debate on the crucial and important role of
service quality in Higher Education Institutions and its Quality Function Deployment (QFD) is a structured
measurement has been discussed in a number of studies. method for listening to the customers and optimizing
A most commonly approach for evaluating quality in designs, materials and processes to ensure the customers’
Higher Education Institutions is called quality function expectations are best satisfied. Quality function
deployment (QFD). QFD is one of the important tool of deployment (QFD) is a method to transform user demands
total quality management (TQM), which is most often into design quality, to deploy the functions forming
used for process and design improvement [35, 36, 31]. quality and to deploy methods for achieving the design
The main purpose of QFD is to visualize the cause-and- quality into subsystems and component parts and
effect relationships taking a start from the customer needs ultimately to specific elements of the manufacturing
and then all the way down till the production process. process, as described by [43]. QFD is designed to help
Number of reports has documented the benefits and planners focus on characteristics of a new or existing
results gained by adopting TQM principles in many product or service from the viewpoints of market
colleges and universities [36]. QFD is a structured segments, company, or technology-development needs.
approach to find out the customer requirements, The technique yields graphs and matrices. QFD helps
specified with products and service design. The benefits transform customer needs (the voice of the customer
of design are focused on customer requirements, [VOC]) into engineering characteristics (and appropriate
prioritizing design activities and it also reduces the design test methods) for a product or service, prioritizing each
cycle. product or service characteristic while simultaneously
QFD is referred as a process which includes (a) setting development targets for product or service.
identifying and ranking the relative importance of The present study focus the customers demand
customer requirements; (b) identifying design parameters (students perceptions about teaching quality) and its
(or engineering characteristics) that contribute to the relationship with teachers requirements from the
customer requirements; (c) estimating the relationship institution. Data is collected through the feedback of
between design parameters and customer requirements questionnaire filled by the five hundred students and five
and among different design parameters and (d) setting hundred teachers of different universities of Pakistan.
target values for the design parameters to best satisfy Students requirement are categorized as:
customer requirements. A QFD matrix which is also called
house of quality is used to help the decision makers to C Knowledge
make the design decisions and predict the right one. QFD C Use of instructional material
has been successfully used for both product and service C Practical skills
design by many organizations [20, 37, 38]. C Appreciation
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C Knowledge
C Communication skills
C Performance evaluation
C Course Development
C Learning Environment
C Work load
C Encouragement
C Flexible working
C Methodology
C Quality Standards
Table 3: Customer’s Competition
On the basis of students and teachers requirement,
the present study develops a framework of house of
quality.
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Table 4: Relationship Matrix Symbols Step 3: Sampling Technique: The present study used
convenient sampling technique for data gathering and
collecting response from students as well as teachers of
different departments.
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