| Abstract: | Total quality management (TQM) is a philosophy that is now accepted worldwide in the business environment. However, in higher education, quality management is not widespread. Quality efforts are mainly limited to specific tasks, such as course development, curriculum design, laboratory certification, etc. The Division of Industrial Management at K. U. Leuven decided in 1990 to develop and implement a total quality approach in its organization. This process recently resulted in a total quality system based upon the implementation of a quality handbook. This paper describes this unique experience of TQM in an academic unit. |
