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Constructs of quality in higher education services

机译：高等教育服务质量的构建

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Purpose - The purpose of this paper is to present various quality constructs, their application, success and shortcomings, in higher education (HE) services. Design/methodology/approach - This paper aims at reviewing the quality constructs in higher education services through a general review. The paper is organised to highlight different quality practices which higher education institutions have followed from 1990s till date. The paper is scoped to discuss about total quality management (TQM), Kaizen, Six Sigma, Lean and Lean Six Sigma (LSS) comparing their value addition and shortcoming in imbibing quality into the higher educatioa Publications indexed in Scopus database are considered for the review. The focus of the search in the selected publications was to identify the success and shortcomings of various quality constructs in HE services. Findings - The requirement for a quality construct in higher education industry is an important finding of the paper. Alongside this, the reasons behind the shortcoming of quality practices used in higher education system were highlighted. The findings include the opportunities for future research for imbibing quality culture in HE. Research limitations/implications - The literature discussed in the part of the paper is restricted to TQM, Kaizen, Six Sigma, Lean and LSS. Though the usage of such quality practices in HE originated in 1990s, there is no one robust sustainable practice till date, which proved to be a pacesetter. This paper validates this assertion, which helps both academicians and practitioners with a new perspective. Originality/value - This paper would serve as an excellent resource for both academicians and practitioners to understand the history of quality which contributed to the improvement in HE services, and how the quality excellence has evolved over the years. The paper concludes with a discussion on opportunities for future research to develop quality frameworks for HE services.
机译：目的-本文的目的是介绍高等教育（HE）服务中的各种质量构造，其应用，成功与不足。设计/方法/方法-本文旨在通过一般性综述来回顾高等教育服务的质量构造。本文的组织结构突出了从1990年代至今高等教育机构一直遵循的不同质量实践。本文旨在讨论全面质量管理（TQM），Kaizen，六西格玛，精益和精益六西格玛（LSS），比较它们的增值和将质量吸收到高等教育中的不足，以考虑将Scopus数据库中的出版物纳入索引进行审查。 。在选定的出版物中进行搜索的重点是确定HE服务中各种质量结构的成功和不足。调查结果-高等教育行业对质量建设的要求是本文的重要发现。除此之外，还强调了高等教育体系中使用的质量实践不足的原因。研究结果包括未来研究机会，以吸取高等教育中的优质文化。研究的局限性/意义-本文讨论的文献仅限于TQM，Kaizen，Six Sigma，Lean和LSS。尽管在HE中使用这种质量实践起源于1990年代，但迄今为止，还没有一种强有力的可持续实践被证明是排头兵。本文验证了这一主张，这为院士和从业者提供了新的视角。原创性/价值-本文将为学者和从业人员提供宝贵的资源，帮助他们了解有助于改善HE服务质量的历史以及多年来质量的发展。本文最后讨论了未来研究机会，以开发HE服务的质量框架。

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