A TQM Study: Integrating the Importance‐Performance and Intra‐Organization Impact Analyses

This study demonstrates the value of employing a TQM perspective in institutions of higher education. Using data collected from a Mid‐Atlantic university,Importance‐Performance Analysis and Intra‐Organizational Impact Analysis are introduced. An integration of the results of the two analyses identifies those areas within the university where cooperative arrangements are necessary to achieve improved performance and customer satisfaction.

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Year of publication:	1994
Authors:	Quazi, Hesan A. ; Dolinsky, Arthur L. ; Twomey, Daniel F.
Published in:	American Journal of Business. - MCB UP Ltd, ISSN 1935-5181, ZDB-ID 2401319-5. - Vol. 9.1994, 1, p. 17-24
Publisher:	MCB UP Ltd
Subject:	TQM \| Total quality management \| Higher education institutions \| Importance‐Performance Analysis \| Intra‐Organizational Impact Analysis

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Type of publication:	Article
Type of publication (narrower categories):	review-article
Language:	English
Other identifiers:	10.1108/19355181199400001 [DOI]
Source:	Other ZBW resources

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