TQM in a Computer Lab

At the Purdue University School of Technology (PST) at Columbus, Indiana, the Total Quality Management (TQM) philosophy was used in the computer laboratories to better meet student needs. A customer satisfaction survey was conducted to gather data on lab facilities, lab assistants, and hardware/soft...

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Bibliographische Detailangaben
Hauptverfasser:	Swanson, Dewey A, Phillips, Julie A
Format:	Report
Sprache:	eng
Schlagworte:	Computer Centers Computer Uses in Education Customer Satisfaction Evaluation Methods Higher Education Improvement Programs Laboratories Purdue University IN Quality Control Questionnaires Student Assistants Student Needs Student Surveys Total Quality Management User Needs (Information) User Satisfaction (Information)
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Beschreibung
Zusammenfassung:	At the Purdue University School of Technology (PST) at Columbus, Indiana, the Total Quality Management (TQM) philosophy was used in the computer laboratories to better meet student needs. A customer satisfaction survey was conducted to gather data on lab facilities, lab assistants, and hardware/software; other sections of the survey included demographics, general comments, and suggestions for improvements. The quality tool, Plan-Do-Check-Act (PDCA), was used to implement change and improve processes in the computer labs. Following a brief background of the school, computer personnel, and computer labs, this paper describes the sample, survey, and results of the TQM approach. Solutions that were developed to solve lab assistant quality dimension problems are listed. Survey results are provided in eight figures. The Computer Labs Customer Satisfaction Survey questionnaire is appended. (AEF)