Importance and difficulty of taking measurement into account in a university quality system
Article Sidebar
Main Article Content
Abstract
Mastering the quality of any system requires mastering a value-producing process, but also - and this is too often forgotten - mastering the measurement process. If in the case of industrial processes, the identification of measurement processes is often obvious, it is not the same in the case of education and training organizations. In this article, we emphasize the importance that measurement must take in improving a process, and describe the characteristics necessary for any measurement process.
Through examples, we illustrate the implementation of two measurement processes, and the benefits that can be drawn from them for improving the service provided to customers.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
References
[2] Dew, John Robert - Leading the Quality Movement in Higher Education - Annual Quality Congress Proceedings, Charlotte, NC, Vol. 55, No. 0, MAY 2001, pp. 159-163
[3] Williams, Sandra S. - The Development of a Student Satisfaction Survey for Higher Education Administrative Services - Quality Management Journal, Vol. 4, No. 3, APRIL 1997, pp. 15
[4] Aft, Larry - Evaluating Higher Education Programs in Quality - Quality Progress, Vol. 35, No. 10, OCTOBER 2002, pp. 30-31
[5] Duret, Daniel ; Pillet, Maurice "“ Qualité en production "“ Les éditions d'organisation - 2002
[6] Pillet, Maurice "“ Six Sigma "“ Les éditions d'organisation - 2004