John Dalrymple

Developing alternative perspectives for quality in higher education

Suggests the quality in higher education (HE) debate is currently narrowly focussed, essentially around adapting industrial quality systems. Traditionally, the notion of academic freedom was seen as the requirement of excellence in education. In more recent times (pre 1990) measures of quality control were imposed on HE, but their adoption was superficial compared to industry. The post 1990 period saw the need for a considerable increase in the quality systems activity in HE, in view of the dynamism in the sector. The adoption of quality management (QM) was preferred, because of its extensive practice in industry. Presently, its practice in HE is deteriorating into managerialism in institutions, because of lack of development of a shared vision and lack of a match between QM techniques and educational processes. Proposes a new approach to quality systems in HE. QM can still be the broad management methodology but should be adapted to educational processes and be made to preserve the traditional values of academic freedom and collegial modes of operation.

Product customisation and manufacturing strategy

Reviews literature from manufacturing strategy, flexibility, agile manufacturing, and aspects of industrial marketing and highlights fragmented and inadequate treatment of fundamental issues relating to product customisation. Through synthesis of the literature and the analysis of four case studies – in the manufacture of fork‐lift trucks, electro‐mechanical devices, small telecommunications systems and stationery products respectively – presents a novel model of the customisation process. Identifies typologies of customisation problem‐solving situations and custom‐build option types. Demonstrates the importance of the relationship between the degree of design activity and volume of manufacture, and of the distinction between products that are custom‐built from options, and those that involve some custom‐designed elements. Proposes a range of potential roles for customised products to support management decision making in the selection of appropriate business activities.

A conceptual overview of a holistic model for quality in higher education

Purpose – This paper aims to develop an overarching basis to consider issues of quality in higher education.Design/methodology/approach – An attempt is made to synthesise different approaches to management in higher education.Findings – The article concludes that it is possible to synthesise a model, based on existing literature, to uniquely address higher education.Research limitations/implications – The model developed is a conceptual one as emphasised by the title.Originality/value – Provides a thought framework for addressing the quality issues in higher education.

A synthesis of a quality management model for education in universities

The paper attempts to synthesise the features of the model for quality management in education based on the approaches spelt out in four well‐articulated methodologies for the practice of quality in higher education. Each methodology contributes to different views of education from the learners’ and the institutions perspectives, providing elements for the model. The thrust of the model is a “transformative” approach to bring about a fundamental change in students’ understanding. In the opinion of the authors the four approaches lend themselves to be synergistically combined to form the elements of the model, which establishes the basis for quality in education in universities. This provides a prima facie validity for the synthesis of a model. A more comprehensive specification for a model for quality could be developed based on an extensive study of educational research literature.

Implementation of a holistic model for quality in higher education

The paper attempts to develop an approach to implementation for a holistic model of quality in higher education. The methodology follows Senge’s model for implementing learning in organisations. According to Senge the real work of learning takes place within a ‘deep learning cycle’. The generic nature of actions to set in motion the learning cycle are: ‘guiding ideas’, which provide a sense of purpose; ‘theory, methods and tools’ to allow people to learn new skills; ‘innovations in infrastructure’ to give people an opportunity to pursue their vision. Such actions are viewed from the perspective of the holistic model. Guiding principles for a transformational change result from conversation and consensus building. A number of theoretical constructs are examined to identify appropriate tools. Infrastructural mechanisms are identified to give people the resources they need to build new skills. As the actions are steadfastly maintained, a ‘deep learning cycle’ begins to gain momentum.

Improving performance: quality costs with a new name?

Juran defined the basic quality problem as “to strike the optimum balance between cost of quality and value of quality for each quality characteristic and to do so in the lower levels of organisation”, explaining that increased conformance reduces the losses which are due to defectives but “the cost of the controls needed for greater conformance rises geometrically as perfection is approached”. Various subsequent models and figures often report, in a dollar measure, the “value” of costs and cost savings. Despite the passing of time since Juran’s explanation that not only dollars can be balanced against dollars but sometimes other measures are just as important, there is often a concern that the real indicator of performance will be what affects the bottom line. This paper discusses different approaches to dealing with the cost of quality and how organisations are attempting to improve performance. The most interesting observation is that what we know as quality costs is clearly being applied successfully under different guises and different names.

Auditing excellence in call centres: access is a corporate responsibility

This paper examines how the Australian Quality Council and the European Foundation for Quality Management address issues of access and corporate responsibility through their respective devices, namely the Australian Business Excellence Framework and the EFQM Excellence Model. It then examines the impact of the UK and Australian Disability Discrimination Legislation in light of UK and Australian studies on the provision of services for the hearing impaired by call centres.

Next‐generation quality management: multinational, multidisciplinary and performance‐focused

Outlines the origin, vision, guiding principles and strategic intents of the Multinational Alliance for the Advancement of Organizational Excellence (MAAOE). Describes how MAAOE brings together leaders from many disciplines who are bonded together by a shared desire to investigate, create, disseminate and apply the multidisciplinary and multicultural knowledge necessary to assist organizations in their quest for excellence.

A WHITE PAPER: QUALITY AT THE CROSSROADS OF ORGANIZATIONAL EXCELLENCE AND THE ACADEMY

A new professional organization was birthed at Colorado State University in November 1998. The Multinational Alliance for the Advancement of Organizational Excellence (MAAOE) brings together leaders from many disciplines. They are bonded by a shared d..

Exploring infrastructure procurement by Australian state governments

Purpose – The purpose of this paper is to report on a research thesis that explores how Australian state government agencies procure infrastructure projects and the extent to which they view the procurement process as an opportunity to deliver more than just a physical facility. The primary purpose of this study was to understand the practice of construction project procurement by project managers on behalf of Australian state government agencies and to explore the creation of public value through procurement.Design/methodology/approach – This thesis presents results drawn from ten case studies of state government organisations that procure infrastructure; either roads or buildings. A total of 37 highly experienced project managers operationally responsible for the procurement of infrastructure within these organisations were interviewed.Findings – The findings show that there is considerable scope for improving infrastructure procurement by Australian state governments and that broader public value creat...