A case study of the student programming processes involving the implementation of Total Quality Management at the Memorial Student Center at Texas A & M University

Abstract

A review of the history of Total Quality Control from its originator, Dr. W. Edwards Deming, through the post-war Japanese adaptation of Total Quality Management (TQM), to the Americanization of TQM, first through American industry and then through American higher education institutions, reveals that there is ample room for quality improvement using this methodology in higher education institutions. This study used the naturalistic inquiry process (Lincoln & Guba, 1985) to study the implementation of TQM at the Texas A&M University Memorial Student Center. This study investigates and describes the two quality control processes of this complex organization as the implementation of Total Quality Management was fostered. Purposive, emergent sampling was used to maximize information obtained from observation, interviews, and documents. Grounded theories that emerged were developed using triangulation, inductive analysis, and member checks. A case study of the programming development and program review processes was developed. The methodology utilized allows educators, researchers, and administrators to understand better the holistic dimensions of Total Quality Management as it is utilized within the contexts under investigation. This study provides insights into the philosophical and academic issues that surround higher education and student services. An important implication of this study is that the issues uncovered within the programming processes form the foundation for issues of unrest within the entire organization. This study reveals insights not before gleaned that can be studied and related to other similar environments. This will help other institutions understand the intricacies of TQM principles when applied to similar open-system environments. This study lends credence to the idea that noting successes and failures of other TQM environments can be very beneficial to other similar organizations that are considering implementing the TQM philosophy and principles.