Postgraduate Diploma in

Teaching
Quality
Management in
Education
HPGD2203
Educational
Management
Definition of Quality
The concept and vocabulary of quality are exclusive. Different
people interpret quality differently. Few can define quality in
measurable terms that can be proved operationalized.

• The banker will answer - Service

• The healthcare worker will answer - Quality health care
• The hotel employee will answer - Customer satisfaction
• The manufacturer will simply answer - quality product
What scholars said ….

Quality as fitness for use in terms of design, conformance,

availability, safety and field use.

Juran, 1951
Quality is defined as conformance to requirement, not “goodness”
The system for achieving quality is prevention, not appraisal
The performance standard is zero defect, not that’s close enough
The measurement of quality is the price of non-conformance, not
indexes

Crosby, 1980
5 Approaches of defining Quality

• Transcendent approach
• Product based
• User based
• Manufacturing based
• Value based
Transcendental view
I can’t define it, but I know when I see it …..
Where shopping is pleasure …..
We love to fly and its shows ….…..
Quality is difficult to define or to operationalize. It thus becomes
elusive when using the approach as basis for competitive
advantage. More over, the functions of design, production and
service may find it difficult to use the definition as basis for quality
management
Product Based
• Quality is determined objectively
- Quality is viewed as a quantifiable or measurable characteristic or attribute.
For example durability or reliability can be measured and engineer can
design to that benchmark

The limitation of this approach …

Quality is based on individual taste or preference, the benchmark for measurement
may be misleading
User based
It is based on idea that quality is an individual matter and
product that best satisfy their preference are those with the
highest quality. This is rational approach but leads to 2 main
problems…

i. Consumer preference vary widely and it is difficult to aggregate these

preferences into products with wide appeal
ii. Another problem concerns the answer to the question- are quality
and customer satisfaction the same? … the answer is probably NOT
Manufacturing based
Manufacturing-based definitions are concerned primarily with
engineering and manufacturing practices and use the universal definition
of conformance to requirements. Requirements or specifications are
established by design and any deviation implies a reduction in quality. The
concept applies to services as well as product. Excellence in quality is not
necessarily in the eye of the beholder but rather in the standard s set by
the organization.

The weakness of this approach – the customer’s perception of quality is equated with
conformance and hence is internally focused.
Value base
It is defined in term of coast and prices as well as
number of other attributes. Thus, the customer’s
purchase decision is based on quality an at acceptable
price.

• The highest quality is not usually the best value, that designation is
assigned to the best-buy product or service
TQM in Educational Management
1. Students are workers and product – the difference between
success and failure of the school depends on the quality of
their work

2. Teachers are the first level managers. Therefore, a teacher will

be a leader of the class, emphasizing quality through non-
coercive management featuring student a s worker and teacher
as coach, provoking the students to learn how to learn and thus
to teach themselves
QM in Educational Management

3. Administrator are middle and upper level management. The

productivity of any school depends mostly on the skills of those who
directly manage the workers such as teachers.

4. Board of Education is the board of directors thus responsible directly

to clients and board members are overseas of administrator
 Refers to assessing the A process of forming &
improvement carried out to implementing strategies to Standard which is fixed today
increase the quality of services optimize achievement of might not be able to be used
to 100% organizational objectives tomorrow

Strategic Continuous
Measurement
Planning Improvement

Characteristics and Element in Quality

Total Quality Process &

Customer
Involvement Control Group Techniques

Every organizational group or Forming a QCG is a way to PDCA Cycle Students, parents & community
individual fully become involved encourage teamwork
 Strategy to Enforce Quality in Education
Quality of Education at Preschool Quality in Secondary Education
and Primary School

• Institutionalize the preschool education

• Improve and expand the infrastructure of school
- Using National Preschool Curriculum
- Increasing the number of schools
- Strengthening the monitoring
- Preparing training facilities for the need of preschool teacher • Strengthen secondary school curriculum
- Communication skills, learning skills, critical and
• Strengthening quality of teacher creative thinking skills
- placement of at least 50% of graduate teacher in primary school • Increase the quality of teaching and learning science
- Improve pre-service as well as in-service course - Increasing quality science teacher
• Improving school infrastructure not taking location in - Emphasis on contextual learning - interesting
consideration • Increase the number of trained teacher and the
• Improve quality of teaching and learning quality of the teacher in the rural area
- ICT • Strengthening co-curricular programme
- Introducing the concept of Smart School - improving and varying activities
- Improving monitoring such as supervision - Ensuring students safety
• Re-examine the rate of grant per capita in primary school to make • Expand community involvement for the progress of
it more realistic the school