TQM in Higher Education: Understanding Customers' Needs

Abstract

Due to the innumerous problems faced by Higher Education Institutions such as student absenteeism, deteriorating student performances, increasing unemployability etc, the institutions providing higher education are in tremendous pressure. To rectify these problems many institutions have started adopting Total Quality Management (TQM).  TQM has been defined as a method of continuous improvement in quality keeping in mind the satisfaction of customers. The customers of higher education are students, teachers, society, parents, government, industry and administration. As each of the categories of customers is specific and different, their demands from the education system vary. The paper discusses the need of application of TQM in higher education institutions, the customers and their needs.