Mike Hart and David Rush
This paper seeks to engage in an examination of “Quality in Business Education” (the QUBE project) with a specific brief to examine student involvement in the quality process.
Abstract
Purpose
This paper seeks to engage in an examination of “Quality in Business Education” (the QUBE project) with a specific brief to examine student involvement in the quality process.
Design/methodology/approach
The work was carried out in conjunction with five partner institutions. The semantic distinctions between the terms “customer” and “consumer” subject to a detailed discussion. The paper examines the role of e‐learning in facilitating and encouraging student engagement in course delivery and evaluation.
Findings
One of the classic formulations in which consumers may react to the provision of services is provided by Hirschman's formulation of responses to the provision of services. Put simply, consumers may “vote with their feet” by choosing an alternative supplier of services that fits their need (exit). Another response is to articulate concerns vociferously in order to obtain redress or amelioration (voice). These traditional marketing concepts are then applied to the case of higher education.
Originality/value
The paper suggests an explanation why the student voice does not achieve more prominence, given the possibilities offered by recent advances in ICT, and details some of the experiences of course delivery and evaluation in their own institution.
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Details the results of a monitoring exercise introduced in one local hospital to address the amount of time that patients spent waiting when attending outpatient departments in…
Abstract
Details the results of a monitoring exercise introduced in one local hospital to address the amount of time that patients spent waiting when attending outpatient departments in hospitals. Discusses whether a purely quantitative approach to quality can deliver the desired improvements. Argues that quality measures should incorporate more qualitative dimensions, including the tapping of patient perceptions of their experiences, before a claim can be made that reducing waiting times has improved overall quality. Also argues that the frequent use of the term customer in the quality literature receives critical attention when it is applied in the NHS. The fact that the term conflates the roles of consumer and purchaser makes analysis potentially difficult. Suggests that regarding patients as customers (in the manner of some traditional approaches to quality) is not a useful aid to analysis.
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Presents and discusses the results of a monitoring programme instituted to comply with the objectives laid down in The Patient’s Charter. Explores the dangers inherent in…
Abstract
Presents and discusses the results of a monitoring programme instituted to comply with the objectives laid down in The Patient’s Charter. Explores the dangers inherent in attempting to assess the quality of out‐patient clinics by the use of single, simplistic indicators such as a waiting time. Examines the ways in which total quality management has been deployed in a health‐service context and pays particular attention to the way in which the concept of “the customer” may need considerable refinement. Suggests incorporating more user‐centred approaches into evaluations of quality in the National Health Service, such as the patient satisfaction survey and the application of the SERVQUAL model of consumer satisfaction. Refines the concept of “ecological validity” in an attempt to capture the perceptions and world views of all of the participants in episodes of out‐patient care in order to derive more complete measures of quality.
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One of the key objectives in the Patient’s Charter was to reduce the amount of time typically spent waiting for treatment in NHS out‐patient clinics, a documented source of…
Abstract
One of the key objectives in the Patient’s Charter was to reduce the amount of time typically spent waiting for treatment in NHS out‐patient clinics, a documented source of discontent. Presents the results of a quality improvement programme instituted at Leicester General Hospital. Discusses some of the techniques and problems encountered in the measurement exercise. While the results of the monitoring exercise indicated that waiting times were being radically reduced, doubt is expressed as to whether this one simplistic indicator is sufficient to measure the overall quality of out‐patient clinics. There is a danger that measurement systems have concentrated on that which is measurable rather than that which is significant. In particular, the voice of the patient is not incorporated into the league table approach to out‐patient quality. Discusses several approaches to the measurement of overall quality and the problems and dangers inherent in adopting a league table approach to quality measurement.
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In The Patients’ Charter, a standard is laid down that allpatients who attend out‐patient clinics should be seen within 30 minutesof their appointment time. Discusses how a…
Abstract
In The Patients’ Charter, a standard is laid down that all patients who attend out‐patient clinics should be seen within 30 minutes of their appointment time. Discusses how a statistical monitoring system using a “low technology” approach was implemented at Leicester General Hospital during 1992‐93. This was instrumental in raising the proportion of patients seen within 30 minutes from under 50 per cent to over 80 per cent in 15 months. Points to the fact that statistical monitoring alone is not sufficient to deliver quality improvements. Suggests that only enlightened management action which brings both management and clinicians into a quality improvement programme is likely to be effective. Discusses some of the measurement problems involved. Warns against the fact that over‐reliance on purely quantitative measures (as indicated in “Charter” standards) to the neglect of more qualitative measures may be counterproductive. Suggests that qualitative approaches need to complement the normal statistical monitoring.
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Naresh Kumar and Khairuddin Idris
This study aims to explore the relationships between learning organisation dimensions, institutional characteristics and knowledge performance among Malaysian private higher…
Abstract
Purpose
This study aims to explore the relationships between learning organisation dimensions, institutional characteristics and knowledge performance among Malaysian private higher learning institutions.
Design/methodology/approach
The researchers sought managers' responses to the dimensions of the learning organisation questionnaire (DLOQ) together with perceived measures of private higher learning institutions' knowledge performance to determine relationships.
Findings
It was discovered that there were positive, medium to high, and significant relationships between the seven dimensions of the learning organisation and the dependent variable, perceived knowledge performance. The three dimensions that demonstrated strong relationships were team learning, embedded systems and provision of leadership. The institutional characteristics that jointly affect the private higher learning institutions' performance were perceived level of institutional commitment to institutional/professional service and institutional level of commitment to effective teaching and learning.
Originality/value
On the whole, the findings of this study provide empirical information, which supports the concept of the learning organisation and their positive influence on the knowledge performance, especially in the private higher education industry. Implications for research and practice as well as recommendations for future studies were highlighted to facilitate those who were involved in learning research.
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The Banff National Park is the most famous of Canada. The development of the recent years has been considered as to fast and to massive. The author analyses the key factors of…
Abstract
The Banff National Park is the most famous of Canada. The development of the recent years has been considered as to fast and to massive. The author analyses the key factors of success of the park development. He describes the new strategic park policy which takes into account the carrying capacity and the protection of the great nature and landscape.
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Judy Motion, Shirley Leitch and Roderick J. Brodie
Corporate co‐branding is analysed within the context of a case study of the sponsorship relationship between adidas and the New Zealand Rugby Union. The study indicates that…
Abstract
Corporate co‐branding is analysed within the context of a case study of the sponsorship relationship between adidas and the New Zealand Rugby Union. The study indicates that corporate brands may develop co‐branding relationships in order to redefine brand identity, discursively reposition the brand and build brand equity. Corporate co‐branding is established at a fundamental brand values level that, in turn, influences the type of marketing communication campaign that may be undertaken. Discourse theory provides insights into the importance of an articulation campaign in order to increase the equity of corporate brands. Co‐branding offers corporate brands access to the brand strategy of the co‐brand partner, the alignment of brand values, the marketing communication association and brand reach and network of relationships.