ELK ASIA PACIFIC JOURNAL OF MARKETING AND RETAIL MANAGEMENT. ISSN (Print) ISSN (Online) Volume 3 Issue 2 (2012)

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1 A STUDY OF TOTAL QUALITY MANAGEMENT PROCESS WITH SPECIAL REFERENCE TO EDUCATIONAL SYSTEM Dr. A. P Singh, Director, Maharana Pratap College of Management, Bhopal Satendra Thakur, Assistant Professor, Maharana Pratap College of Management, Bhopal ABSTRACT Total quality management has become most important tools of management and now days it is used by all type of organization and educational university or system in all over world. Previously it has been used by the some of the industries such as air craft industries for the development of quality in service and got success, in the last few years it is continuously applying in the educational institute in India and all over the world. Now days TQM is not only used by higher education even it is adopted by school education also, In this research article we have discussed about the total quality management (TQM) process in the educational system, to understand the concept of total quality management we have discussed the some points given by W. Edwards which is known as the framework of TQM implementation, we have suggest all the educational institute the implementation of following points maybe helpful in development of quality towards the educational system. Key Words: History of organised retail, Government regulations, Diffusion of retail, Trends in retail Introduction Total quality management (TQM) has firstly introduced by W. Edwards in During that period most of the US industries was not agree with his concept of quality management, but after Second World War Japan has accepted his idea regarding the quality management and applied it in particular area including educational system and institute (M. Walton 1986) [08]. Now a day s TQM has become the way of all organization Oakland (1989) [09]. On the other hand TQM can not the way of life in organization immediately there is a requirement of time to implement the quality principal and technique according to the organization culture (Goetsh & Devis 1984) [06]. While time and human resource both are important for success of TQM therefore it may be said that awareness of people is required by the TQM. (Crosby 1984) [03] has suggested quality management is not only promoting quality under the organization but it is helpful to pass the information around everything and he also point out that awareness of quality promote the way where manager talk about quality improvement. Thus we can say that awareness of quality comes from management then takes place around at all. Here we are talking about quality management process in education system. During 1950 some of the US industries understand the value of TQM for instance Motorola and federal express bears the concept of quality management in their business. Educational institute and university also understand the value of TQM in their business. While now number of school and institute following the idea of TQM to improve the standard level and improved the quality. After 1988 some of the industries such as air force academy have started to develop TQM and also develop the course that conducting the principal of TQM. The purpose of this research article to understand the process of total quality management in educational system and institute, it is based on some observation and recommendation based on express can be applied in the educational institute. Meaning of TQM TQM can be said that completely organization approach to fulfill the requirement and expectation of customer with the help of manager and employee by using alternative method to improved process of

2 organization (cited in milakovies 1990). Total quality management is connected with the organization itself which may be called as a social system. According to the Pike & Barnes (1996) [111 total quality management is not a technical system but it is known as human resource system. Oakland (1993) [101 has suggested that total quality management (TQM) is attempt to improve the whole organization competiveness, effectiveness and structure. From the above definition we can identify two important aspects that comprise TQM, management tools and technique as well as management concept and principal. Review of Literature In the past few decade most efforts has been done to prove the element of TQM (Saraph et al., 1989; Flynn et al., 1994; Ahire et al., 1996) [15,05,011. According to previous TQM study, the construct of TQM can be categorized into few ways while each is depend on each other (Prajogo and Sohal, 2003) [121. There is no any clear agreement of TQM which described its key element that also show the capability of TQM (Shenawy et al., 2007; Escrig-Tena and Bou- Llusar, 2005) [16, 041. Hence this is not easy to find out the agreement of TQM because of dissimilarity of previous research (Hoanga et. al.2006) [071. a complete assignment of TQM, is basically depend on following areas such as leadership, strategic planning, customer focus, information and analysis, human resource management, supply management(sila. 2007) [171. According to prajogo and sohal (2003) [121 TQM practice is basically depend on leadership, strategy and planning, customer focus, information and analysis, people management, process management. It has argue by Samson and terziovski (1999) [141 their model include the Malcolm Baldrige National quality awards (MBNQA) criteria that has been acknowledgement and representing as TQM practice. With the help of previous research examination Hoang et al (2006) [071 has found six important dimension of total quality management practice such as leadership, customer and market focus, information and analysis, strategic planning, human resource and people management has played an important role for organizational development on both theory and practical level (Bayo-Moriones and Merino-Diaz, 2001; Hoang et al., 2006; Prajogo and Sohal, 2003)[02,07,131 TQM Dimensions Model Hoang et al (2006) [071 has found the dimension model of total quality management by six following dimensions namely leadership, strategic planning, customer focus, process management, human resource management, and information and analysis the model of TQM dimensions is shown in figure bellow. Model of Educational System The systematic model of education is include following points 1) Arrangement of process: - it include three type of process a) Main process:- education, scientific, research b) Managerial process: - strategic management, quality management, resource management, performance management, information management, administrative management etc. c) Support process:- maintenance, achievement and investment 2) Arrangement of product: - it include all of these product which is helpful to implement the total quality management it include such as study programs product, research product, counselling product, etc 3) Arrangement of requirement: a) Knowledge needs: this is the basic requirement of any institute and educational system to fulfill the need related to the knowledge of student and employees it include following needs such as capability, innovation of new project, support for solved specific problem of the society, increased their level of knowledge with new technique, need for knowledge in all the required area etc. 4) Arrangement of supply: - any organization back bone may be of supply of the required item time to time

3 and on the time of requirement occur in this point we can include human resource, infrastructure, information, managerial instrument and all the basic requirement. Framework for TQM Implementation W. Edwards has developed some of important point as frame work for TQM implementation (M. Walton 1986) [08]. These points should be used by the all education institute to the particular situation. We are discussing about how each point should apply and what s the important of each pint in the educational system and institute following points are discussed bellow 1) Build consistency of purpose According to it there should be proper development of mission and clearly understanding about object and aim, for instance we can say that there should be proper development Skills, attitude and motivation in the school and university among the student that how can they become good citizen and do something well for society and on the other hand we can described that development of skills, motivation and attitude should be among the all the student because they have to perfume in the specific area decided by them in the future.

4 Arrangement of Processes Arrangement of Educatio Arrangement of Product nal model Requirement Arrangement of supply Organization Figure: (Educational system model) 2) Build new philosophy Management of quality should be in everything such as class room instructions, bookstore service, campus policing, common room clearing, interaction with the student and faculty. To achieve this quality management has to take advantage from the competition, while management should focus, that process is helpful to encourage cooperation between student and student or student and faculty or not. 3) Improved process There should be continue process to know that, today your student and faculty are happy or satisfy with you as they was yesterday or not, are other staff member are happy with you or not and other individual which is related with you are happy with you or not such as supplier, contractor etc. if the answer is no or does not match with your expectation then find out the reason and solved situation hurry. If answer is yes and mach your expectation then determine the positive situation for future support 4) Institute training There should be proper arrangement of training for the faculty and other staff regarding their job. In this research article we have discus about quality management in educational system hence we can say that faculty member and other staff should be well educated and disciplined in their specific area. For better result all the educational institutes and system has to arrange the faculty development program which may helpful to teacher to know and understand their work responsibility 5) Takeout the fear In the development of academic fear has become big factor among the performance of student and faculty. Management must be aware about how to reduce fear among them and 833 should be taken some step to eliminated fear from the mind of student and faculty which is just as a barriers in their performance, fear may be of different type such as fear because of examination, fear because of faculty member etc. the management first responsibility to removed fear. On the faculty and staff side fear play an important role, if high price has to pay for failure few people will go with the experience promising with new innovation. On the other hand follow the process of improvement out of the system. Fear just as a powerful innovation and negative impact on the performance or organization.

5 6) Eliminated barriers Increased cooperation among the various constituents of the organization such as student and faculty, Healthy practice should be promoted each and every constituent has to take the part in process of development, management should develop a team among the staff member. Faculty and student for a specific task by taking individually from the entire department and give them any purpose. When any problem creates team consist of representative from involved organization faculty, advisor, student etc. Solution of problem should be taken from all concern departments for the purpose of positive impact. 7) Avoid negative thinking with goal Avoid negative thinking between student and faculty if they are working to achieving any goal, on the other hand we can say that not encourage them without the meaningless purpose, management has to improve the process which is helpful to achieved the goal. Management and faculty member always try to removed negative thinking among the student not said that you have to gain 80 or 90 percent but seating that goal and then providing excellent instruction arranging for study item and giving them extra help which is required by them. 8) Defining management responsibility Management at every level but at the particularly at the very top, must take and show pride in adopting TQM philosophy. Meaning of this entire point is this mission of all involved individual should be clear. This is not small process; bit part of time must be analysing the various processes and discussing how this all point related to those processes, the time which will be spent from the foundation of the TQM implementation. 9) Institute leadership Management must be focus on leadership in the educational system, everyone at the educational system a leadership role in some part, in person on the superior position to be a good teacher and trainer, he never find out ant body weakness but should be creator of a different working environment (P, Sengs 1990) [13]. Effective leader always find and solve the difficult in the process of communication and also find the difficult in the process of development. An ideal leader should be be good decision maker, capability to solved problem, co - operative etc. Application of the Framework Implementation of total quality management is depending upon various factors such as institutions, parents, student faculty or employee and trainer. The most important dimension of total quality management (TQM) is student and teacher or faculty member; total quality management (TQM) principles may be applied in all the educational system like primary school, middle or higher school and higher education etc. the success of TQM is mostly depend on the development of the student: development of the student in concern with the quality of teaching and employees; quality of faculty and employee is concern with the mission of top management of the organization for managing the TQM in educational system the graph if given bellow

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7 Conclusion and Discussion In this research article we have discuss about total quality management (TQM) process in educational system with the help of above fact we can say that total quality management (TQM) is very powerful tools for the development of quality of service in all type of organization including educational system and institute etc. we also can suggested that the development of total quality management (TQM)should be as the process of production in the mind, that what to apply, how to apply and when to apply the efforts for improvement. We have discuss relative comparative relative importance of customer in graph, above graph shows that the importance of various constituents of educational system at various level of education. Graph 1 indicated that parents of the student play dominant role at the primary education level, role of the student and other are negligible because at this student students are not able to take any decision that what is wrong and what is right thus the school management should take care of student parents, here they take care of parents is concern with regular communication or contact with teacher and management. Graph 2 indicated that in middle and high education student become more important than parents and the role of other such as teacher

8 and management is also increasing, hence management should have to take care of faculty or employee because at this level the student become mature and they will be fond of learning, so that the faculty and employee of the organization must have to require the quality. Graph 3 shows that in higher education the role of various constitutes of management such as faculty, teacher, trainer and other employee role becomes more important due to this important role management must has to focus about their employee on the basis of the graphical analysis we can say that selection and the training og these employee should be perfect, means employee should be well qualified, potential, able to take good decision, bearing all these quality person should be selected for the particular job. And there should be sufficient arrangement for training. Finally we can say that for the development of total quality management (TQM) in the educational system the discussed fact should be apply. Reference 1) Ahire SL, Golhar DY, Waller MA (1996). Development and validation of TQM implementation constructs. Decision Sci. 27(1): ) Bayo-Moriones, Merino-Diaz de Cerio, J (2001). Quality management and high performance work practice: Do they coexist. Int. J. Prod. Econ. 73(3): ) Crosby, B. P. (1984). Quality without tears: The art of hassle-free management. New York: McGraw- Hill 4) Escrig-Tena AB, Bou-Llusar JC (2005). A model for evaluating Organizational Competencies: An Application in the Context of a Quality Management Initiative. Decision Sci. 36(2): ) Flynn BB, Schroeder RG, Sakakibara S (1994). A framework for quality management research and an associated measurement instrument J. Oper. Manage. 11: ) Goetsch, D., & Davis, S. (1994). Introduction to total quality: Quality, productivity, competitiveness (2nd ed.). London: Macmillan. 7) Hoang DT, Igel B. Laosirihongthong T (2006). The impact of total quality management on innovation: findings from a developing country. Int. J. Qual. Reliability Manage. 23(9): ) M. Walton, the Deming Management Method, Perigee Books, New York, NY, ) Oakland, J. (1989). Total quality management. Oxford, UK: Heinemann 10) Oakland, J. (1993). Total quality management: The route to improving performance. London: Butterworth Heinemann. 11) Pike, J., & Barnes, R. (1996). TQM in Action: A practical approach to continuous performance improvement. London: Chapman and Hall. 12) Prajogo DI, Sohal AS (2003). The relationship between TQM practices, quality performance, and innovation performance: an empirical examination, Int. J. Qual. Reliability Manage. 20(8): ) Saraph JV, Benson PG, Schroeder RG (1989). An instrument for measuring the critical factors of quality management. Decision Sci. 20(4): ) Shenawy E E, Baker I, Lemak D J(2007). A metal-analysis of the effect of TQM on competitive advantage. Int. J. Qual. Reliability Mange. 24(5): ) Sila I (2007) examining the effects of contextual factors on TQM and performance through the lens of organizational theories: An empirical study. J. Oper. Mange. 25(1): ) Seidman, I. (1998). Interviewing as qualitative research. A guide for researching in education and the social sciences. New York: Teachers College Press. 17) Taylor, W. A. (1995). Senior executives and ISO 9000: Attitudes, behaviours, and commitment.

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