Stakeholder Satisfaction Driven Quality Management in Higher Education

This book is intended for researchers interested in the functioning of higher education systems and universities and directions for their modernization. It should also be of interest to practitioners – representatives of university management staff and employees of quality departments, which are increasingly being established within university structures. It can also serve as a compendium of knowledge and inspiration for individuals representing various stakeholder groups in higher education institutions, such as students, alumni, university staff, and employers, regarding the identification of actions related to the improvement of these organizations.

Content

1. INTRODUCTION … 5

1.1. Background on Higher Education Management…. 5

1.2. The Role of Stakeholders in Higher Education .. 7

1.3. Importance of Stakeholders Satisfaction .. 9

1.4. Overview of Quality Management in Higher Education … 11

1.5. Objectives and Structure of the Monograph ..13

2. Understanding Stakeholder Satisfaction in Higher Education.. 15

2.1. Definition of Stakeholders in Higher Education . 15

2.2. Key Stakeholder Groups for HEI … 23

2.3. Expectations and Needs of Stakeholder Groups .. 28

2.4. Methods for Measuring Stakeholder Satisfaction…31

3. Foundations of Quality Management… 36

3.1. The Concept of Quality…. 36

3.2. Category of Excellence .. 43

3.3. The Quality Assurance Approach .. 50

3.4. Quality Culture … 60

4. Quality Management Concepts and Methodologies for Higher Education .. 67

4.1. Total Quality Management (TQM) as the Basis of Improvement .67

4.2. Lean Management … 69

4.3. Six Sigma and Lean Six Sigma . 73

4.4. Normative Management Systems .. 77

5. Applying Quality Management to Enhance Stakeholder Satisfaction .. 86

5.1. Aligning Quality Management Approaches with Stakeholder Needs .. 87

5.2. Integration of Quality Management Systems in Higher Education

Institutions ….. 92

5.3. Stakeholder Satisfaction Driven Quality Management Model …. 96

5.4. Challenges and Best Practices ..110

6. Conclusion ..118

6.1. Summary of Key Points .. 118

6.2. Implications for Higher Education Management .. 120

6.3. Recommendations for Future Research … 122

Bibliography … 124

Annex .. 138