Quality as a management tool

Abstract

The purpose of this chapter is to reflect on how quality has become a management tool and a set of good practices of organizational management. Quality relates to how well the outputs from education, research and engagement produce the intended outcomes, such as learning and social outcomes of graduates, and contribution to societal innovation. As such, quality must be the main concern. At a strategic level, quality provides a competitive advantage in a global market. In more marketized systems, quality ensures the survival of the organization. In more state driven systems, with complex multi-level governance arrangements, the pursuit of quality means being accountable to a myriad of stakeholders, maintaining legitimacy, and getting support to operate. The chapter provides an overview on how institutions have been developing their quality management systems and integrating them in their broader management and governance, covering different missions, organizational levels, and quality management principles.