n South African Journal of Higher Education - Applying principles of total quality management to a learning process : a case study

Volume 14, Issue 1
  • ISSN : 1011-3487



In pursuit of quality, educators and learners must be continuously engaged in a process of finding opportunities for improving the learning process, the quality of the learning experience and the way it is delivered. In this article two principles of TQM: (i) Focus on the needs and expectations of customers and (ii) Be committed to continuous improvement, are applied to the assignment and assessment system in the module: Personnel Management (a component of a postgraduate degree in education) as taught at a distance education university. Both qualitative and quantitative methods were used to collect feedback from learners. The responses of learners indicate that the needs and expectations of the majority of learners were met by the assignment and a system of self-assessment. In the light of learners' expectations the article concludes with strategies to improve the current assignment and self-assessment system.

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