International Journal of Quality Innovation

Korean Society for Quality Management (한국품질경영학회)
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Development of a Quality Manual for a Research and Educational Centre: A Case Study

  • Pun Kit Fai (Department of Mechanical & Manufacturing Engineering, University of the West Indies) ;
  • Ellis Ruel L.A. (Department of Mechanical & Manufacturing Engineering, University of the West Indies) ;
  • Chan, Laverne (Department of Mechanical & Manufacturing Engineering, University of the West Indies)
  • Published : 2005.12.01
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Abstract

There have been growing concerns about whether proper measures are in place to ensure the delivery of quality services and the operations in research and educational institutions. This paper describes various quality models and discusses their relevance into the total quality concepts and quality management systems (QMS) in education. It then illustrates how a QMS and the accompanied quality manual be developed in a research and educational institution using the Centre for Enterprise Research Integration (ERI) at The University of the West Indies, Trinidad as a case. Through personal interviews with the $Centre{\square}s$ personnel, views on the operations and determinants of the QMS were acquired. Results showed that the people's resistance to changes, conflicts on academic freedom, and difficulties on measuring performance were the obstacles to QMS implementation. People involvement and proper communication are determinants of QMS implementation. The system also rests on having a tailored quality manual that entails the documentation of processes and procedures for ascertaining the delivery of quality services and operations in the Centre. The development of quality manual is briefly described in the paper.

Keywords

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