The case for student as customer
Article Abstract:
Southern Polytechnic State University in Marietta, GA, began a detailed study of the principles of quality and the management of quality in 1993. So far, more than 80% of its employees have attended a course entitled 'Principles of Continual Improvement.' This institution now regards its students as its primary customers, and is making its students the focus of all its activities. It has come to understand that customers almost always have responsibilities and that most customers lack knowledge about what they need.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1999
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An alternative view of education quality: students aren't the customers of instruction
Article Abstract:
It can be argued that growing support for the use of total quality management in education is an example of a sound methodology being applied inappropriately. Those who regard students as customers argue that they do so because customers have responsibilities. However, this is not really the case. Regarding students as the customers in education is deflecting attention from vital tasks such as determining how to measure educational growth.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1999
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Service quality and higher education do mix: A case study exploring the service environment at Indiana University Southeast
Article Abstract:
The service environment at Indiana University Southeast is examined.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 2000
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