managing for quality in higher education

Ben A. Maguad, Ph.D. & Robert M. Krone, Ph.D.
Managing for Quality in Higher
Education
A Systems Perspective
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Ben A. Maguad, Ph.D. & Robert M. Krone, Ph.D.
Managing for Quality in Higher
Education: A Systems Perspective
An Instructional Text for Teaching the Quality
Sciences
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Managing for Quality in Higher Education: A Systems Perspective
© 2012 Ben A. Maguad, Ph.D. & Robert M. Krone, Ph.D.&
bookboon.com
ISBN 978-87-403-0205-9
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Managing for Quality in Higher Education
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Contents
Contents
Part I Introduction And Historical Context 10
1 Why Quality For Higher Education? 11
2 History Of e Quality Movement 14
Part II Quality Concepts For Higher Education 40
3 A Quality Framework For Higher Education 41

4 e Customers Of Higher Education 65
5 e System Of Higher Education 78
Implications For Higher Education 86
6 Quality, Ethics And Moral Leadeship 88
Moral Leadership And Quality Management 89
Ethics And Failure Prevention 90
e Cost Of Quality 94
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Contents
Part III Design And Implementation 102
7 Quality System Design And Implementation 103
On Management And Development Of Human Resources 109

8 Lean Tools For Higher Education 127
9 Capturing Global Brainpower 136
Part IV Future Quality Needs In Higher Education 146
10 Leadership, Policy And Law 148
11 Productivity 151
12 Breakthrough inking For Humanity 154
Postscript 160
Endnotes 161
About the Authors 180
360°
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All rights reserved. No part of this book shall be reproduced or transmitted in any form or by any
means, electronic, mechanical, magnetic, or photographic including photocopying, recording or by any
information storage or retrieval system, without prior written permission of the publisher. No patent
liability is assumed with respect to the use of the information contained herein. Although every precaution
has been taken in the preparation of this book, the publisher and authors assume no responsibility for
errors or omissions. Neither is any liability assumed for damages resulting for the use of the information
contained herein.
e organizations, companies or agencies sponsoring advertisements in this book are solely responsible
for the contents of those advertisements. e authors, and their respective educational organizations, do
not necessarily endorse the products or services advertised.
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Managing for Quality in Higher Education

7
Dedication
We dedicate this book to those students on Earth, or in Space,
who commit their lives to the Quality Sciences
which will be the source of improvement for
humankind where ever their residence,
Ben A. Maguad
Robert M. Krone
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Managing for Quality in Higher Education
8

Reviewed by Lawrence G. Downing, MA, BD, DMin
Higher education is capturing headlines across America, but not always for what some consider the right
reasons. As tuition costs have out-paced the cost of living and student debt has soared, debates rage over
whether a college degree provides a good return on the student’s investment of time and money. Within
the context of the current unsettled educational environment, Professors Maguad and Krone’s work is
a welcome resource. e authors, in the opening chapter, identify the principles that have guided the
Quality Movement in industry and business and apply them to the world of higher education.
Drawing from their years of experience in the classroom, their participation in the business world,
governmental agencies, and their long-standing involvement in the Quality Movement, Maguad and
Krone provide an overview of the Quality Movement and identify the people who inuenced its growth
and contributed to its success. e brief biographies of those who have been associated with the Quality
Movement in America and other countries give life to the movement. e contributions each person has
made to the Quality Movement and the eect these people had on industry, business and government
are a balance to the world of theory and hypothesis.
e “New Systems Perspective” that is an important component of the book emphasizes the importance of
Quality in higher education. e student will nd an extensive overview of the issues that confront higher
education and the challenges that now confront those who are part of the contemporary educational
system.

e strength of this book is that it brings together the practical and theoretical perspectives associated
with Quality Movement. e book analyzes the principles and benets that have been part of the Quality
Movement and applies them to the challenges that confront those who participate in higher education.
On the practical side, the book reminds educators that in the business and industrial world, quality is
dened as meeting or exceeding customer expectations. e authors develop their case that this is a
valid model for higher education and address the reluctance educators have to consider students as their
customers. As a result, educators too oen fail to examine their customer’s needs and therefore do not
oer the desired product.
Ethics and Moral Leadership are an important component of the book’s message. Within the context of
recent ethical and moral lapses on the part of corporations and individuals readers are well reminded of
the role ethics and moral leadership have within the Quality Movement. ose involved in the education
industry will nd practical in this book a practical application to guide them in the perpetration of
ethical and moral institutions.
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Managing for Quality in Higher Education
9

e authors have provided a contemporary look at how the Quality Movement has impacted society,
industry, health care, and set forth a model that will benet higher education when the same principles
are incorporated into the educational structure. e charts, graphics and tables displayed throughout the
book assist the reader to visualize the concepts presented and verify the author’s statements. e sources
used are well documented and simple to follow. e book is written in language that is understandable
and theories presented to document a point are clear and understandable.
I believe that this book will prove a helpful source to the student who wishes to understand the Quality
Movement and apply its principles to his or her profession. Educational administrators, academicians,
and those interested in the history of the Quality Movement will benet from what the book oers. e
reader will nd that the book covers the key issues associated with the Quality Movement and provides
evidence why quality is important to the educational process. is is a broadly based book and eclectic
in its context. e authors have successfully integrated diverse disciplines in an accessible format while at
the same time providing a focus on what are the signicant forces necessary to provide quality education.

SUGGESTIONS FOR FUTURE EDITIONS
I encourage the authors to consider a section that is designed for the members of the boards that over-
see educational institutions. Encourage them to promote quality and hold administrators accountable
for the quality of education oered and stress the importance of ethical and moral practices within the
institution.
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Managing for Quality in Higher Education
10
Part I Introduction And Historical Context
Part I Introduction And Historical
Context
e world of higher education is undergoing profound and rapid changes which force educational systems
to respond to ensure that the quality of life in these communities is maintained. ese changes emanate
from a number of factors like the explosive growth in knowledge and information, shi towards more
information-based services, move towards more global interdependence, greater participation in decision
making, and call for greater educational accountability and transparency.
Academic and administrative challenges confronting institutions of higher education are real. e
standard response in the past has been to cut non-basic services and lay o personnel. Unfortunately,
administrators have become experts in providing quick xes to problems that don’t seem to go away.
Chapter 1 explains why managing for quality is vital in higher education and why current responses
to challenges may not be adequate to meet the needs of a rapidly changing world. A new model
for quality improvement with proven success is needed that examines each and every process and
promotes comprehensive, continued and permanent reform. Chapter 2 examines the origins of the quality
improvement movement, its development, and future trends. It is interesting to note that the quest for
quality has always been a part of every human endeavor ever since civilization began. Such quest has
provided a safeguard against anything that threatens human health and safety as well as the environment.