The implementation of total quality management at a tertiary education institution

Abstract

The purpose of this study was to investigate the total quality management of the academic administration services’ post–graduate department within the Potchefstroom Campus of the North–West University, in terms of the following: – The implementation of TQM at the University – The organisational profiles of the University – How the organisation’s goals and missions are structured around the needs of its customers – Total Quality Management is a concept generally used throughout organisations providing tertiary education in South Africa. There are, however, some universities that do not use TQM. This study investigates the use of TQM within a tertiary education institution at the post–graduate administration department. The results of the problems experienced through the implementation of TQM are reported in this study.