Process-oriented Quality Management

University of Duisburg-Essen Universitaetsstr. 9 45141 Essen - GERMANY
Stracke, Christian M.
In this contribution process-oriented quality management, its emphasis and its relevance for educational organisations will be examined. Process-oriented quality management is a generic term for a lot of approaches with a variety of emphasis and range. Therefore, first the relevance of process orientation for a holistic quality management concept will be described. According to the requirements of a holistic quality management the four main quality management concepts (KAIZEN, BPR, Six Sigma, TQM) are analysed by the Integrative Management model. Total Quality Management (TQM) as the most comprehensive holistic approach will be explained more explicitly. The general philosophy and the multitude of facets of TQM will be described. In introducing and realizing the TQM ideas, quality standards and reference models can offer a decisive support. The standards family ISO 9000:2000ff. and the EFQM Excellence Model will be explained as the two most important instruments of introducing a comprehensive quality management system and the TQM idea. Finally, the introduction and the use of the quality management systems in educational organisations will be outlined.


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