Location of Repository

Managing quality in higher education: A stakeholder perspective.

By Shoba Zachariah

Abstract

This study proposes a framework for managing quality in higher education based on the key quality values of students, academics and employers. The proposed framework of the stakeholder determinants of quality (SDQ) is unique in that it is the only approach to quality that seeks to address differences in quality values between stakeholder groups while it builds on similarities in their views. The methodology employs sequential methodological triangulation and includes individual interviews and a larger survey. The sample includes students and academic staff on Business and IT undergraduate programmes from six of the largest private sector higher education institutions in Muscat, Oman and some of the largest private and public sector employers.\ud The findings reveal strong congruence on many criteria between academic staff and employers, including the importance of developing core transferable skills, student transformation and empowerment and high academic standards. Student responses indicate a lack of congruence on those criteria that focus on student input and participation in the learning process, which are highly rated by academic staff and employers. There are a number of criteria in which there is congruence between the three groups, most significantly, the importance of the teaching and learning function. Students’ engagement with the learning process through the lecturers’ ability to motivate students’ interest, facilitate subject knowledge, stimulate thought and develop transferable skills are considered the most critical issues in managing quality by all three groups. The study suggests that an approach to quality that is based on an understanding of key values of the main participants will facilitate shared understanding and quality consciousness within institutions in comparison to current quality assurance regimes that are externally imposed

Publisher: University of Leicester
Year: 2007
OAI identifier: oai:lra.le.ac.uk:2381/4385

Suggested articles

Preview

Citations

  1. (2006). A case study of action learning in an MBA program”,
  2. (2007). A conceptual overview of a holistic model for quality in higher education”,
  3. (1996). A continuing professional development model for quality assurance in higher education”,
  4. (2007). A framework for analysing quality in education settings”,
  5. (1996). A framework for the dimensions of quality in higher education”,
  6. (2003). A generic conceptual framework of interactive service quality”,
  7. A good league table guide?”,
  8. (2005). A history and critique of quality evaluation in the UK”,
  9. (2002). A profile of teaching techniques used in the university classroom", Active Learning
  10. (1997). A reconceptualisation of the research into university academics conceptions of teaching”,
  11. (1997). A student’s perspective of service quality in education”,
  12. (2005). A survey of total quality management in Iran: Barriers to successful implementation in health care organisations”,
  13. (2006). A systems approach to program evaluation model for quality in higher education”,
  14. (2000). Achieving clinical governance in Women’s Services through the use of the EFQM Excellence Model”,
  15. (1997). American higher education system: consumerism versus professorialism”,
  16. (2007). An analysis of the environment and competitive dynamics of management education”,
  17. (1998). An empirical assessment of quality: research considerations”
  18. (1994). An Expanded Sourcebook: Qualitative Data Analysis,
  19. (2005). Analysing Quality Audits in Higher Education”, Promoting good practice
  20. (2002). Anyone for enhancement?", QAA Higher Quality, The Bulletin Of The Quality Assurance Agency For Higher Education, No.11, pp.1-2, Available at http://www.qaa.ac.uk/news /higherquality/hq11/HQ11.pdf (accessed 24
  21. (1998). Are degree standards going up, down or sideways?",
  22. (2007). Are students customers? TQM and marketing perspectives”,
  23. (1993). Assessing quality in higher education: a transbinary research project",
  24. (2005). Assessment of Student Learning: promoting a scholarly approach”,
  25. (1999). Assuring quality and standards in globalised higher education”,
  26. (2006). Assuring Quality in Higher Education: Key Issues and Questions for Changing Accreditation in the United States”, A National Dialogue:
  27. (2001). Balancing large scope and project manageability in a qualitative research design”,
  28. (2003). Benchmarking learning outcomes of undergraduate business education”,
  29. (2007). Benchmarking the performance of English universities”,
  30. (2001). Best research practice': in pursuit of methodological rigour”,
  31. (2005). Beyond incommensurability? Empirical expansion on diversity in research",
  32. (2001). Case study methodology as a means of theory building performance measurement in facilities management organisations”,
  33. (1994). Case Study Research Design and Methods,
  34. (1997). Choosing Qualitative Research: A Primer for Technology Education Researchers”,
  35. (2000). Closing the gap between what industry needs and what HE provides”,
  36. (2004). Combining quantitative and qualitative methodologies in logistics research”,
  37. (2000). Comprehensive criteria to judge validity and reliability of qualitative research within the realism paradigm”,
  38. (2006). Conceptual and practical issues in qualitative research: Reflections on a life-history study”,
  39. (2004). Conceptualizing total quality management in higher education”,
  40. (2005). Conditions under which assessment supports students’ learning”,
  41. (2001). Confounding Methodology and Methods”,
  42. (2003). Convergent interviewing to build a theory in underresearched areas: principles and an example investigation of Internet usage in inter-firm relationships”, Qualitative Market Research:
  43. (2006). Corporate universities: a catalyst for strategic integration", in
  44. (2002). Counting Out the Scholars: The Case Against Performance Indicators
  45. (2001). Customers vs. products: adopting an effective approach to business students",
  46. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York: The Free Press. A. Please indicate your official designation…………………………………….
  47. (2002). Developing a Holistic Model for Quality in Higher Education”, Available at http://www.cmqr.rmit.edu.au/publications/gsjdicit0 2.pdf (accessed 20
  48. (1993). Dimensions of quality teaching in higher institutions",
  49. (1994). Distinguishing control from learning in total quality management: A contingency perspective”,
  50. (1997). Does higher education practice what it teaches?: A study of total quality management processes in academia answers this question”,
  51. (2002). Does the development of mass education necessarily mean the end of quality?",
  52. (2000). Effects of grading leniency and low workload on students' evaluation of teaching: popular myth, bias, validity, or innocent bystanders?”,
  53. (2004). Embedding quality: the challenges for higher education",
  54. (1997). Emblems of quality in higher education: developing and sustaining high quality programs.
  55. (2007). Employers, Quality and Standards
  56. (1997). Enhancing quality",
  57. (1994). Enhancing the Quality of Teaching and Learning
  58. (2003). Evolution of admission standards in response to curriculum integration”,
  59. (2004). Examination of the dimensions of quality
  60. (1994). Expectations as a comparison standard in measuring service quality: an assessment of a reassessment",
  61. (2006). Experience, competence and workplace learning”,
  62. (2007). From passive to active learners: The lived experience of nurses in a specialist nephrology nursing education programme”,
  63. (2006). From TQM to learning organisation: Another way for quality management in educational institutions”,
  64. (1993). Funding Council (England) HEFCE
  65. (2000). Graduateness – who cares? Graduate identity in small hospitality firms,
  66. (1994). Grounded theory methodology",
  67. (2006). Guidebook for Universities and Colleges, Ministry of Higher Education:
  68. (1995). High tech v. high touch: a case study of TQM implementation in higher education”, Managing Service Quality,
  69. (2007). High-quality learning: harder to achieve than we think?”,
  70. (2007). Higher education and quality assessment: The many rationales for quality", in
  71. (2005). How hard do I have to work? Student and faculty expectations regarding university work",
  72. (2004). Importance-performance analysis: a useful tool for directing continuous quality improvement in higher education",
  73. (1995). Improving Survey Questions: Design and Evaluation,
  74. (1992). Initiating change in further and vocational education: the quality approach",
  75. (1994). Innovation and Entrepreneurship,
  76. (1999). Institutional performance in higher education: is quality a relevant concept?”,
  77. (1998). Integral philosophy of education; a new paedeia”, Available at: http://www.bu.edu/wcp/Papers/Educ/EducBasa.html (accessed 19
  78. (1996). Integrating quantitative and qualitative methods in social marketing research”, Social Marketing Quarterly, Available at http://www.socialmarketing.com/ research.html (accessed 15
  79. (2004). Introducing Personal Development Planning: Educating Engineers for the Workplace of the Future”,
  80. (2004). Is management education beneficial to society?",
  81. (2003). Life after graduation as a “very uncomfortable world: an Australian case study”,
  82. (2004). Likert scales: how to (ab)use them”,
  83. (1991). Management Research: An Introduction,
  84. (1994). Managerialism and the academic profession: the case of England”,
  85. (2003). Managing quality in higher education: a Malaysian case study”,
  86. Managing quality: critical links and a contingency model”,
  87. (1988). Managing Quality: The Strategic and Competitive Advantage,
  88. (1996). Managing service quality in HE: is SERVQUAL the answer? Part 1”,
  89. (2005). Measure and control of non-response in a mail survey”,
  90. (1996). Measuring service quality in a tertiary institution”,
  91. (2006). Measuring service quality in higher education: three instruments compared”,
  92. (1992). Measuring service quality: a re-examination and extension",
  93. (2007). Meeting the needs of the workplace and the learner through work-based learning”,
  94. (1997). Meta-Analysis of Surveys from a Qualitative Perspective" Available at http://www.netcom.es/pnavarro/Publicaciones/Metaanalysis Surveys .html (accessed 4
  95. (1993). Methodological issues and practices in qualitative research”,
  96. (2006). Methodology or “methodolatry”? An evaluation of focus groups and depth interviews”,
  97. (2004). Mixed Methods Research: A Paradigm whose time has come",
  98. (2001). Modeling and managing student loyalty: an approach based on the relationship quality",
  99. (1998). More knowledge, new knowledge: the impact on education and training”,
  100. (1997). Multi-models of quality in education",
  101. (1996). Nurses’ access to higher education: a quality product”,
  102. (1996). On the accountability of higher education in the United States” in
  103. (2004). Perception of Quality in Higher Education”, Proceedings of the Australian Universities Quality Forum,
  104. (1995). Perceptions of the value of quality assessment
  105. (2003). Personal and professional development: Fostering students' personal and professional development in medicine: a new framework for PPD”,
  106. (2006). Plan for an Omani Higher Education Quality Management System: The Quality Plan,” Draft v4 For Public Consultation, Oman Accreditation Council, Ministry of Higher Education,
  107. (2005). Planning and evaluating content, Implementing a new design for an undergraduate programme,
  108. (1998). Practical strategies for combining qualitative and quantitative methods: Applications to health research”,
  109. (2002). Preparing for an uncertain future”,
  110. (2000). Programme specification in a flexible, multidisciplinary curriculum environment: an Open University perspective”,
  111. (1996). Programming the MBA programme - the quest for curriculum”,
  112. (2003). Qualitative Inquiry in TESOL,
  113. (2001). Qualitative research requires quality concepts of its own”,
  114. (2001). Quality – the end or just the beginning?", paper presented at The End of Quality?,
  115. (1999). Quality and complexity – lessons from English higher education”,
  116. (2004). Quality as pedagogy of confinement: is there an alternative?”,
  117. (2004). Quality Assurance Agency for Higher Education
  118. (1995). Quality Assurance for university teaching: issues and Approaches”, in Ellis, R (ed) Quality Assurance for University Teaching, The Society for Research into Higher Education,
  119. (2001). Quality Assurance Implications of New Forms of Higher Education”, Part 1: A Typology, European Network for Quality Assurance in Higher Education, Helsiniki, Occasional Papers 3, Available at http://www.enqa.eu/files/ newforms.pdf (accessed
  120. (1996). Quality control, assurance and assessment – the link to continuous improvement”,
  121. (2005). Quality in accounting education: what say the academics?”,
  122. (2003). Quality in higher education: from monitoring to management”,
  123. (1994). Quality management as a response to educational changes",
  124. (2002). Quality measurement and quality assurance in higher education",
  125. (1998). Quality perceptions of internal and external customers: a case study in education administration",
  126. (1995). Quantitative data analysis for social scientists,
  127. (2006). Re-analysing the value-added of primary schools”,
  128. (1993). Real Word Research: a Resource for Social Scientists and Practitioners-Researchers,
  129. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research",
  130. (2004). Reinventing business schools: the contribution of critical management education",
  131. (1994). Research Design: Qualitative and Quantitative Approaches,
  132. (2007). Review of Secondary School Performance Measures: Consultation document, Available at www.wales.gov.uk/consultations (accessed on 3
  133. (2000). Schools that Learn: A Fifth Discipline Fieldbook for Educators, Parents, and Everyone Who Cares about Education,
  134. (2002). Service quality evaluation in the higher education sector: an empirical investigation of students’ perceptions”,
  135. (1997). Service quality in education: a student perspective",
  136. (2005). Service quality: beyond cognitive assessment”,
  137. (1991). Service quality: the front stage vs. the back stage perspective",
  138. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of quality",
  139. (2002). Shifting realities in higher education: today's business model threatens our academic excellence",
  140. (2000). Social Research Methods: Qualitative and Quantities Approaches,
  141. (1987). Some notes on the terms 'validity' and 'reliability',
  142. (2000). Standards: the varying perceptions of senior staff in higher education institutions”, Quality Assurance
  143. (2003). Students’ perceptions of quality
  144. (2002). Surveys and Sampling"
  145. (2002). Sustainability in higher education: From doublethink and newspeak to critical thinking and meaningful learning”,
  146. (1995). Syncretism of Quantitative and Qualitative Research Paradigms: The case for methodological triangulation”, Available at http://www.eric.ed.gov /ERICDocs/data/ericdocs2sql/content_storage_01/0000019b/80/14/62/39.pdf (accessed March,
  147. (2003). Talking of students: Tensions and contradictions for the manager-academic and the university in contemporary higher education”,
  148. (2000). Teaching development in higher education as scholarly practice: a reply to Rowland et al. turning academics into teachers",
  149. (1994). The application of quality principles in education at Mt. Edgecumbe High School, Alaska",
  150. (2005). The congruence of quality values in higher education”,
  151. (1985). The context of emergent paradigm research”,
  152. (1998). The emotional practice of teaching",
  153. (2005). The future of business schools",
  154. (1998). The Handbook for Focus Group Research,
  155. (1994). The limits of competence, knowledge, higher education and society",
  156. (1997). The market route to mass higher education: British experience 1979-1996",
  157. (2001). The New Meaning of Educational Change,
  158. (2007). The rankings game: and the winner is”,
  159. (1996). The realistic model of higher education”,
  160. (1998). The relationship between qualitative and quantitative research: paradigm loyalty versus methodological eclecticism”, in
  161. (2001). Total quality management in California public higher education”,
  162. (1993). Total quality management in higher education: panacea or placebo?”
  163. (1999). Total quality management in UK higher education institutions”,
  164. (2001). Towards a contingency theory of TQM in services - How implementation varies on the basis of volume and variety”,
  165. (1995). TQM and the transformation from an élite to a mass system of higher education
  166. (1995). TQM at South Bank University: issues in teaching and learning”,
  167. (1996). TQM in education: the theory and how to put it to work",
  168. (1991). TQM in tertiary education”,
  169. (1993). TQM: lessons we can learn from industry”,
  170. (1996). Transforming Higher Education,
  171. (1998). Turning academics into teachers",
  172. (2006). Universities as Inclusive Learning Organizations for Women”, Canadian Association for the Study of Adult Education
  173. (1993). Universities, competitiveness and TQM: a plan of action”,
  174. (2006). Using enablers of the EFQM model to manage institutions of higher education”,
  175. (2005). Using kaizen to improve graduate business school degree programs”,
  176. (1995). Using qualitative research for the sociology of food”,
  177. (1994). What is higher education? Concepts, policy and practice",
  178. (1996). When to use qualitative methods: a new approach”,
  179. (2000). Where are the quantum jumps in quality assurance? Developments of a decade of research on a heavy particle’’,
  180. (2002). Why can’t we all get along? Towards a framework for unifying research paradigms”,
  181. (2002). Women-better leaders than men? In general and educational management it still “all depends”,

To submit an update or takedown request for this paper, please submit an Update/Correction/Removal Request.