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.