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Las instituciones de educación superior desempeñan un papel importante en la economía de cualquier región o país, ya que contribuyen a la formación de capital humano y nuevo conocimiento; así como al emprendimiento. Debido al aumento de la competencia, las universidades están bajo presión constante para mejorar su desempeño. En este sentido, la literatura ha señalado que la calidad, productividad y orientación al cliente deben ser considerados como elementos clave para lograr un desempeño superior. Sin embargo, la evaluación de estos conceptos en el contexto de la educación superior es compleja. El propósito de esta tesis es examinar los principales factores determinantes de la calidad, la eficiencia y la orientación al cliente en la enseñanza universitaria; así como la posible relación entre estos conceptos. Los objetivos específicos de esta investigación son: examinar el impacto de los atributos de calidad y reputación en la evaluación dinámica de la productividad en una muestra de universidades en Latinoamérica (Capítulo 2); examinar la naturaleza y determinantes de las valoraciones que realizan los alumnos sobre el desempeño del profesor (Capítulo 3); y examinar la influencia de la orientación al alumno-cliente y otras variables personales en la evaluación del desempeño de los profesores (Capítulo 4). Nuestros hallazgos confirman la idea de que se obtienen resultados más fiables en la medición de la productividad de las universidades mediante la agrupación de las mismas en subconjuntos más homogéneos y que los atributos de calidad y reputación tienen un impacto en el análisis de la productividad. Los resultados también indican que la evaluación del profesorado por parte de los alumnos, es un fenómeno complejo y depende de factores relacionados con el perfil de profesores, alumnos y cursos. Los alumnos evalúan principalmente la pericia, la actitud y el comportamiento de los profesores. Los hallazgos también sugieren que la orientación al alumno-cliente mejora el desempeño de los profesores. Esta tesis integra literatura sobre marketing de servicios, administración de operaciones y educación superior, con el fin de proporcionar una visión más amplia y profunda en la evaluación del desempeño educativo. Desde un punto de vista de gestión, esta investigación puede ayudar a los administradores a generar una ventaja competitiva en las instituciones de educación superior.
The concept of quality in higher education is by no means a new one. By one set of definitions or another, colleges and universities throughout the world have always held the pursuit of excellence as their primary goal. Why then has the quality approach, developed and popularized in industry, and how increasingly applied in health care and government, receiving so much attention in higher education at this moment? What does this perspective add to the approaches to excellence with which they have long embraced?These are the two primary questions that this book seeks to address. Chapters and contributors include: "The New Productivity" by Peter F. Drucker; "World War n and the Quality Movement" by J. M. Juran; "The Quality Approach to Higher Education: Context of Concepts for Change" by Brent Ruben; "The Big Questions in Higher Education Today" by L. Edwin Coate; "An American Approach to Quality" by Marilyn R. Zuckerman and Lewis J. Hatala; "Quality hi Higher Education: Critical Issues in Definition and Assessment" by Brent Ruben; and "Ten Areas for Future Research in Total Quality Management" by A. Blanton Godfrey. The volume is graced with an opening essay by Francis L. Lawrence, president of Rutgers University.Higher education is in the public spotlight today due to the many challenges it now faces: rising tuition costs; frustration about a tight job market for graduates; calls for increased faculty productivity; concerns about political correctness; and criticisms regarding the use of grant and research funds, among others. Quality in Higher Education is a particularly timely book that will greatly benefit educators, university administrators, students, and sociologists, and all those who are interested in higher education today.
The concept of quality in higher education is by no means a new one. By one set of definitions or another, colleges and universities throughout the world have always held the pursuit of excellence as their primary goal. Why then has the quality approach, developed and popularized in industry, and how increasingly applied in health care and government, receiving so much attention in higher education at this moment? What does this perspective add to the approaches to excellence with which they have long embraced?These are the two primary questions that this book seeks to address. Chapters and contributors include: "The New Productivity" by Peter F. Drucker; "World War n and the Quality Movement" by J. M. Juran; "The Quality Approach to Higher Education: Context of Concepts for Change" by Brent Ruben; "The Big Questions in Higher Education Today" by L. Edwin Coate; "An American Approach to Quality" by Marilyn R. Zuckerman and Lewis J. Hatala; "Quality hi Higher Education: Critical Issues in Definition and Assessment" by Brent Ruben; and "Ten Areas for Future Research in Total Quality Management" by A. Blanton Godfrey. The volume is graced with an opening essay by Francis L. Lawrence, president of Rutgers University.Higher education is in the public spotlight today due to the many challenges it now faces: rising tuition costs; frustration about a tight job market for graduates; calls for increased faculty productivity; concerns about political correctness; and criticisms regarding the use of grant and research funds, among others. Quality in Higher Education is a particularly timely book that will greatly benefit educators, university administrators, students, and sociologists, and all those who are interested in higher education today.
This book provides a range of case studies concerning the leadership and management of quality development in higher education. It captures the experiences of senior administrators and managers to the complexity of problems that quality development involves. The authors draw attention to the human-centred approach to quality, as they argue that in any activity there is a need to take account of human values and attitudes. - Experiences from experts in the field - Guide to resources that are utilized in the higher education industry - Auditors' perceptions
Quality Assurance is not a new concept in the education sector in general, and higher education in particular, though it is becoming increasingly more relevant and important. Higher education helps to improve an individual's quality of life by enabling them to inflate their knowledge and expertise, to grasp abstract concepts and theories, and to raise their awareness of the world and their community, and as such the assurance of quality is becoming more pivotal in the whole education process.There is no simple definition of the concept of quality in education, though numerous models and theories have been devised. Toward Quality Assurance and Excellence of Higher Education is a new episode of the Quality Assurance perception in higher education, which identifies the quality culture and orientation from the beginning, integrating crucial factors to build a “pyramid” of higher education excellence. The book compares concepts from the main theories of Quality Assurance, management and control when they are applied to educational systems in higher education. The book also presents a new model of excellence in higher education. Excellence is an architecture of building blocks that comes with process performance, effectiveness, harmony and collaboration which should be incorporated in a quality-oriented concept of a sustainable excellence of higher education. The model integrates four main facets: the Educational System, Quality Assurance Managing and Control, Strategic Planning and Globalization. Also presented are international “best-practices” in quality assurance in higher education, from Japan and Finland.
Many countries now employ national evaluation systems to demonstrate publicly that universities provide a quality education. However, the current processes of quality evaluation are often detached from the practices of teaching and learning. In particular, those who teach and those who learn still have to be won over to such audit processes.This book argues that it is time for the higher education sector to concern itself with the human dimension so as to develop both academic professionalism and students’ commitment to their learning. Based on five completed research projects, which explore academics’ and students’ experiences and their views of quality evaluation, the book argues that developing the intrinsic values of teaching and learning held by academics and students is key to achieving high quality education.In this book, the author critically reviews the four most frequently used terms related to current quality evaluation: ‘fitness for purpose’, ‘value for money’, ‘student satisfaction’ and ‘students-as-customers’, and argues for a motivationally intelligent quality approach, emphasising the moral dimension and the intrinsic values of academics and students. The author also outlines an improved quality evaluation system that encourages and increases academics’ and students’ commitment to teaching and learning.
This book examines the power relationships that organize and facilitate quality assurance in higher education. It investigates power in terms of macro systems of accountability, surveillance and regulation, and uncovers the ways in which quality is experienced by academics and managers in higher education. Louise Morley reveals some of the hidden transcripts behind quality assurance and poses significant questions: * What signs of quality in higher education are being performed and valued? * What losses, gains, fears and anxieties are activated by the procedures? * Is the culture of excellence resulting in mediocrity? Quality and Power in Higher Education covers a wide range of issues including: the policy contexts, new managerialism, the costs of quality assurance, collegiality, peer review, gender and equity implications, occupational stress, commodification and consumer values in higher education, performance, league tables, benchmarking, increasing workloads and the long-term effects on the academy. It draws upon Morley's empirical work in the UK on international studies and on literature from sociology, higher education studies, organization studies and feminist theory. It is important reading for students and scholars of higher education policy and practice, and for university managers and policy-makers.
Presents an overview of the pitfalls and problems of implementing quality standards in education. The text looks at the practical advantages and disadvantages of quality systems, case studies of attempts at implementation and proposals for developments across the education sector as a whole.