This is the presentation that I prepared for my M.Phil course.

1. Quality Management
Prepared by : Fatima Rahman

2. Definition of Quality
•Quality is ‘ the totality of features and characteristics of a
product or service that bear on its ability to satisfy stated or
implied needs’
(British Standards,1987a)
This covers fitness of purpose and satisfying customer
needs.
•Quality Control: It is the ‘ operational techniques and
activities that are used to fulfil requirements for quality’
(British Standards,1987a)

3. Types of Quality
 External quality,
which corresponds
to the satisfaction
of clients. Achieving
external quality
requires providing a
product or services
that meet client
expectations
 Internal quality,
which corresponds
to the improvement
of a company's
internal operation

4. •Quality Audit: It is a check to see if the quality system
exists and operates as claimed.
•Quality Assurance:It is all the planned and systematic
actions necessary to provide adequate confidence that a
product or service will satisfy given requirements for
quality.
•Quality Assessment: It is making a judgement about the
standards reached by an organization.
•Quality Assurance Management System (QAMS): It
directs attention to the appropriate quality assurance
controls that can be applied in all key areas and to all
stages of supply of the product or service. This is to ensure
that the processes involved in providing the product or
service have been quality assured.
(Vorley,1991,p.10)

5. -Total Quality Management in Education (3rd Edition),
Edward Sallis (2002)
Inspection
Quality
Control
Detection
Quality
Assurance
Prevention
TQM
Continuous
Improvement
Hierarchy of Quality Concepts

6. Senior
Managers
Senior
Managers
Teachers Teachers
Customers
Customers
Importance
Importance
Traditional Management Total Quality Management
The Inverted Pyramid of TQM.
-Total Quality Management and the School,
Stephen Murgatroyd and Colin Morgan (1994)

7. -Total Quality
Management in
Education (3rd Edition),
Edward Sallis (2002)
Quality
Framework

8. References
•Quality Improvement in Education- Case
Studies in Schools, Colleges and Universities –
Edited by : Carl Parsons,1994
•Increasing Effectiveness: A guide to Quality
Management by John Stone,1997
•Total Quality Management and the School by
Stephen Murgatroyd and Colin Morgan, 1994
•Total Quality Management in Education, Third
edition by Edward Sallis, 2002
•http://www.businessballs.com/dtiresources/qua
lity_management_gurus_theories.pdf
•http://www.slideshare.net/MALLURSB/unit-1-
quality-total-quality-tqm