Total quality management (TQM) at the University Centers
(Writer) (Last Name) (First Name) (Middle Initial)
Total Quality Management (TQM) at the University Centers
Management Technology Dr. Sheryl Johnson May 2006 47
(Graduate Program) (Research Advisor) (Month~Year) (# of Pages)
American Psychological Association, 5thedition
(Name of Style Manual Used in this Study)
The University Centers is looking for a quality management system that will
ensure the highest level of customer service while providing a process that allows for
employee participation with high levels of enthusiasm by the staff. Through TQM, the
University Centers will show an increase of participation in their quality management
system while improving morale for quality systems and improvement through training of
basic quality management systems.
The University Centers started with an IS0 9000:2000 quality system
implementation and moved into a TQM based quality management system with the hopes
of a more positive experience.
The literature review provided an informational background on quality systems,
TQM history, benefits, and negatives, and IS0 9000 history, benefits, and negatives. The
goal of the literature review is to provide a well rounded discussion and review of quality
systems in general and two programs used worldwide with success and failure.
The data collected did not reveal a higher level of participation in continuous
improvement projects but did find some benefits of both the IS0 9000 and TQM quality
systems. It also did not ensure higher levels of customer service. The results, however,
did show that the staff at the University Centers would like to participate and improve
professional training and development, implement stronger measures, goals, and
objectives, and implement a usable continuous improvement program. These areas of
improvement all fall in line with major themes and ideas of a TQM based system.
School:University of Wisconsin-Eau Claire
School Location:USA - Wisconsin
Source Type:Master's Thesis
Keywords:university of wisconsin center system total quality management
Date of Publication: