Quality in Higher Education by S.O. Duffuaa, Professor of Industrial Engineering and Operations Research Systems Engineering Department King Fahd University.

Quality in Higher EducationQuality in Higher Educationbyby

Quality in Higher EducationQuality in Higher Educationbyby

S.O. Duffuaa,S.O. Duffuaa,Professor of Industrial Engineering and Operations ResearchProfessor of Industrial Engineering and Operations Research

Systems Engineering DepartmentSystems Engineering DepartmentKing Fahd University of Petroleum and MineralsKing Fahd University of Petroleum and Minerals

Objective of the PresentationObjective of the PresentationObjective of the PresentationObjective of the Presentation

• Outline basic concepts in quality control and Outline basic concepts in quality control and assurance with emphasis on assurance with emphasis on higher education higher education (H.E).(H.E).

• Present an integrated system approach to higher Present an integrated system approach to higher education institutes with various schemes of education institutes with various schemes of quality assurance.quality assurance.

• Discuss practical methods for quality assurance Discuss practical methods for quality assurance and improvement.and improvement.

OutlineOutlineOutlineOutline

• IntroductionIntroduction• Fundamentals of Quality Control and Quality Fundamentals of Quality Control and Quality

Assurance.Assurance.• Existing models for H.E Quality Assurance. Existing models for H.E Quality Assurance. • A System Approach to Higher Education A System Approach to Higher Education

Quality Assurance.Quality Assurance.• Quality Assurance Components.Quality Assurance Components.• Conclusions.Conclusions.

IntroductionIntroductionIntroductionIntroduction

• Role of H.E

• Prepare needed work force needed by the country.

• Educate population.• Create and disseminate knowledge.• Develop the technological base.• Provide a competitive edge for the nation.• Serve the immediate and future need of the

nation.

Fundamental of QualityFundamental of QualityFundamental of QualityFundamental of Quality

• What is quality in general?What is quality in general?• Fitness for purpose or use Fitness for purpose or use (Juran)(Juran)

• Conformance to requirement Conformance to requirement specifications specifications ( Crosby)( Crosby)

• QualityQuality is the ability of a product or service is the ability of a product or service to consistently meet or exceed customer to consistently meet or exceed customer expectations expectations (Textbook and ASQ(Textbook and ASQ).).

Fundamentals of QualityFundamentals of QualityFundamentals of QualityFundamentals of Quality

• A product or service's nature or features that A product or service's nature or features that reflect capacity to satisfy express or implied reflect capacity to satisfy express or implied statements of need statements of need ( Deming).( Deming).

• A product and service characteristics as offered by A product and service characteristics as offered by design, marketing, manufacture, maintenance and design, marketing, manufacture, maintenance and service that meet customer expectations service that meet customer expectations ((FeigenbaumFeigenbaum))

• Quality is a dynamic state associate with products, Quality is a dynamic state associate with products, people, processes and environment that meets or people, processes and environment that meets or exceeds customer expectations” exceeds customer expectations” extended definition extended definition of quality.of quality.

Dimensions of QualityDimensions of QualityDimensions of QualityDimensions of Quality

• PerformancePerformance - main characteristics of the - main characteristics of the product/serviceproduct/service

• AestheticsAesthetics - appearance, feel, smell, taste - appearance, feel, smell, taste

• Special features Special features - extra characteristics- extra characteristics

• ConformanceConformance - how well product/service - how well product/service conforms to customer’s expectationsconforms to customer’s expectations

• SafetySafety - Risk of injury - Risk of injury

• ReliabilityReliability - consistency of performance - consistency of performance

Dimensions of QualityDimensions of QualityDimensions of QualityDimensions of Quality

• DurabilityDurability - useful life of the - useful life of the product/service.product/service.

• Perceived Quality - Perceived Quality - indirect evaluation of indirect evaluation of quality (e.g. reputation).quality (e.g. reputation).

• Service after sale - Service after sale - handling of customer handling of customer complaints or checking on customer complaints or checking on customer satisfactionsatisfaction

Quality Control Versus Quality AssuranceQuality Control Versus Quality AssuranceQuality Control Versus Quality AssuranceQuality Control Versus Quality Assurance

• Quality control is a process that evaluates output Quality control is a process that evaluates output relative to a standard and takes corrective action relative to a standard and takes corrective action when output des not meet the standard.when output des not meet the standard.

• Quality assurance QA requires a structured Quality assurance QA requires a structured approach to prevention of quality problems approach to prevention of quality problems through planned and systematic activities: through planned and systematic activities: specification, review, monitoring and specification, review, monitoring and documentation. QA demands a quality documentation. QA demands a quality management system. management system.

Quality policyQuality policyQuality policyQuality policy

• It is a statement that guide the practices and It is a statement that guide the practices and behaviors essential for quality achievement behaviors essential for quality achievement throughout the system as a whole. The policy has throughout the system as a whole. The policy has to be properly and consistently implemented by to be properly and consistently implemented by all concerned. The quality policy must include:all concerned. The quality policy must include:

• The organization structure for quality: roles, The organization structure for quality: roles, responsibilities - general and specialist. responsibilities - general and specialist.

• How client/customer needs and perceptions will How client/customer needs and perceptions will be identified. be identified.

Elements of Quality PolicyElements of Quality PolicyElements of Quality PolicyElements of Quality Policy

• How the organization will gear itself up to How the organization will gear itself up to meet customer needs - technically and meet customer needs - technically and economically.economically.

• The elements and operation of the quality The elements and operation of the quality management system.management system.

• How suppliers and supplies will be How suppliers and supplies will be required to meet performance and required to meet performance and efficiency standards efficiency standards

Elements of Quality PolicyElements of Quality PolicyElements of Quality PolicyElements of Quality Policy

• How a prevention and continuous quality How a prevention and continuous quality improvement approach will be emphasized improvement approach will be emphasized and implemented over an "inspect-out" and implemented over an "inspect-out" approach. approach.

• How communication, knowledge, How communication, knowledge, information and staff development will information and staff development will feature in the organization's quality efforts.feature in the organization's quality efforts.

• How quality management systems themselves How quality management systems themselves will be reviewed to ensure they are working will be reviewed to ensure they are working effectively effectively

• Top management.Top management.

• Design.Design.

• Procurement.Procurement.

• Production/operations.Production/operations.

• Quality assuranceQuality assurance

Responsibility for QualityResponsibility for Quality

Responsibility for QualityResponsibility for QualityResponsibility for QualityResponsibility for Quality

• Packaging and shipping.Packaging and shipping.

• Marketing and sales.Marketing and sales.

• Customer serviceCustomer service..

Quality in Higher EducationQuality in Higher EducationQuality in Higher EducationQuality in Higher Education

• The three major outputs from Higher Education The three major outputs from Higher Education Institutes are:Institutes are:

• Graduates.Graduates.

• Research.Research.

• Community services.Community services.

Exiting Quality Assurance ModelsExiting Quality Assurance ModelsExiting Quality Assurance ModelsExiting Quality Assurance Models

• British Model.British Model.

• External ExaminersExternal Examiners• AccreditationsAccreditations• External Audits.External Audits.• Professional bodies.Professional bodies.

• American ModelAmerican Model

• Regional Accreditation bodies.Regional Accreditation bodies.• National Accreditation bodies.National Accreditation bodies.• Self assessmentSelf assessment

Faculty

Processes

Curriculum

Institutional Support

Laboratories ComputingFacilities

Institutional Facilities

Processing&

Delivery

Graduates thatPerform Outcomes

that Achieve Educational Objectives

Students

Inputs Output

Assessment/Feedback

System Model

Quality Assurance of InputQuality Assurance of InputQuality Assurance of InputQuality Assurance of Input

• StudentStudent

• Admission CriteriaAdmission Criteria

• Pre-year programsPre-year programs

• Special skills programsSpecial skills programs

Quality Assurance of InputQuality Assurance of InputQuality Assurance of InputQuality Assurance of Input

• CurriculumCurriculum

• Program outcomesProgram outcomes• ABET CriteriaABET Criteria

• DesignDesign• Engineering ScienceEngineering Science• Math and scienceMath and science• General educationGeneral education

Quality Assurance of InputQuality Assurance of InputQuality Assurance of InputQuality Assurance of Input

• FacultyFaculty

• RecruitmentRecruitment

• DevelopmentDevelopment

• Retention Retention

Quality Assurance of InputQuality Assurance of InputQuality Assurance of InputQuality Assurance of Input

• InfrastructureInfrastructure

• LaboratoryLaboratory

• Computing facilitiesComputing facilities

Quality Assurance of InputQuality Assurance of InputQuality Assurance of InputQuality Assurance of Input

• Institutional Facilities/ SupportInstitutional Facilities/ Support

• Adequate built area/lectures hallAdequate built area/lectures hall• Adequate library.Adequate library.• Central computing facilitiesCentral computing facilities• Financial supportFinancial support• Technical supportTechnical support• Financial supportFinancial support• etc.etc.

Quality Assurance of InputQuality Assurance of InputQuality Assurance of InputQuality Assurance of Input

• ProcessesProcesses

• Identify core processesIdentify core processes• AdmissionAdmission• RecruitmentRecruitment• Teaching/learningTeaching/learning• Curriculum developmentCurriculum development• Program assessmentProgram assessment• etc etc

Teaching and LearningTeaching and LearningTeaching and LearningTeaching and Learning

• Movement from teaching centered to Movement from teaching centered to learning centered.learning centered.

• How to assure teaching and learning quality ?How to assure teaching and learning quality ?

• Experienced facultyExperienced faculty• Peer review and mentoring programs.Peer review and mentoring programs.• Student evaluationStudent evaluation

Outcome AssessmentOutcome AssessmentOutcome AssessmentOutcome Assessment

• Develop clear programs objectives and outcomesDevelop clear programs objectives and outcomes

• Assess the achievement of the program objectives Assess the achievement of the program objectives and outcomes.and outcomes.

• Direct methods and indirect methodsDirect methods and indirect methods

• Outcomes examsOutcomes exams• Employer surveyEmployer survey• Alumni surveyAlumni survey

Responsibility for Quality AssuranceResponsibility for Quality AssuranceResponsibility for Quality AssuranceResponsibility for Quality Assurance

• Top management must be committed to quality.Top management must be committed to quality.

• Department chairmen must play a key role.Department chairmen must play a key role.

• Culture for quality.Culture for quality.

Total Quality ManagementTotal Quality ManagementTotal Quality ManagementTotal Quality Management

• A philosophy that involves everyone in an A philosophy that involves everyone in an organization in a continual effort to improve quality organization in a continual effort to improve quality and achieve customer satisfaction.and achieve customer satisfaction.

• TQM is an approach of doing business that attempts TQM is an approach of doing business that attempts to maximize the competitiveness of an organization to maximize the competitiveness of an organization through the continual improvement of its products, through the continual improvement of its products, services, people, processes and environmentservices, people, processes and environment. .

Organization for QualityOrganization for QualityOrganization for QualityOrganization for Quality

• Customer FocusCustomer Focus

• Leadership and teamworkLeadership and teamwork• Quality CultureQuality Culture• Employee involvement and empowermentEmployee involvement and empowerment• Education and trainingEducation and training• Decision making and problem solving using TQ Decision making and problem solving using TQ

tools and others.tools and others.• Effective communicationEffective communication• Implementation issuesImplementation issues

Thank you for listening and any Thank you for listening and any

Questions or comments are welcomed.Questions or comments are welcomed.