Purpose – Education is becoming much more of a “product” with varying customers and stakeholders. There are huge pressures to become more accountable and responsive to customer needs, and educational institutions need to become more efficient, effective and customer‐centric. Quality is...

Educational institutions like other organizations are realizing the significance of customer‐centered philosophies and are turning to approaches such as total quality management to help manage their businesses. This paper starts with the background theory and then outlines the results of a...