Total Quality Management Applied to Engineering Education

Abstract

A methodology demonstration using Quality Function Deployment (QFD) as a tool to explore some key elements of higher education. QFD is most commonly applied in industrial settings where products are manufactured. This research applies QFD to a service, specifically engineering education. The goal of this research is, therefore, twofold. While exploring the quality of engineering education in a university setting, a new application of QFD was tried and tested. Considering the university students as the primary customers, the results of a nominal group technique session, along with interviews of faculty members and administrators were used to define “the voice of the customer”. QFD procedures and forms were used to analyse and scrutinize the specific areas of advising and teaching within the university. Recommendations were devised which range from a comprehensive instructor‐training programme to self‐help and mentor programmes by student groups.

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