Deming Service Quality Approach: Empirical Study In Higher Education

One of the most influential contributors to the development of service quality is W. Edwards Deming. Among of the important components of Deming's philosophy is reflected in his 14-principles for transforming a service. Theses principles indicate what management needs to do to ensure that they and their employees are able to deliver good service quality. This empirical study aims to investigate and anticipate the five of the 14-Deming principles towards higher education quality services and the implications of Deming principles onto organizational management. The study concluded that Deming's principle is necessary for creating opportunities for lecturer to generate new insights and ideas for improving the quality of the service provided by the institution.

Autorentext
Teoh, Yi Terng
Yi Terng, Teoh, MSC in operation management, specialized in quality field. Profession in quality assurance and quality control. Assoc. Prof. Dr Che Azlan Taib ,a senior lecturer at School of Technology Management and Logistics, Northern University of Malaysia. His higher qualification is PhD in the field of Quality Management..