Enforcing academic rules in higher education: A total quality management approach

Two key principles of total quality management (TQM) are increasing customer satisfaction and driving out fear. Enforcing academic rules, however, frequently induces fears and lowers student satisfaction. This case study shows how TQM was used in an MBA program to prevent infractions rather than punish students. Prevention became possible only after TQM techniques revealed the causes of rule violation. Techniques included run charts, forecasting, cause and effect analysis, multiple regression, customer surveys, and breaking down barriers between departments. Follow-up shows no new rule infractions for several academic terms. Presented at the 1993 AIR Forum, Chicago, May 1993.