Quality Planning and Analysis: International Universities

1 Quality Planning and Analysis: International Universities Paper Outline I.

Quality Planning and Analysis: International Universities

A. Introduction II.

Customer satisfaction A. Stakeholders

III.

Methods for Capturing Customer Needs A. Interviewing customers B. Customer survey C. Market study D. Contacting customers via electronic mail E. Usage statistics

IV.

Applying Customer Survey Using Kano Analysis

V.

Selection and Evaluation of Supplier

A. The major components of international university B. Computer Terminals: Criteria to be used for selecting suppliers C. Report on supplier selection process VI.

Statistical Process Control

2 A. Providing knowledge to students VII.

Process Monitoring Statistical Control Charts A. U-chart B. NP-chart C. C-chart D. XMR-Chart E. X-bar and R-Chart

VIII.

Conclusion

IX.

List of References

3 Quality Planning and Analysis: International Universities Introduction International universities are mainly established with a view of providing higher education services to students who wish to pursue their studies at the bachelor’s level, master’s, or even PhD level. These universities offer quality research in various aspects of education, which in turn provides knowledge and important insights into varied areas of academia and day to day life. International universities appeal to students from all over the world, without restricting on countries of origin or continents. It is the quality of services and high performance available in these institutions that market the universities to far off countries where students have no access to such quality education. These universities, in preparing their students for the professional challenges that await them, often collaborate with organisations and research institutions, such as hospitals or medicine manufacturing firms, in order to provide their students with first-hand real-life experience, which might not be available in their home countries.

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4

Customer Satisfaction Stakeholders Stakeholders 1

Employees

Expectations Better remuneration

Favourable working environment

2

Students

Quality learning

Highly competent instructors

3

Management

Efficient operations

Attract more students

4

Owners

Profit optimisation

Reducing wastage

5

Government

Payment of taxes

Employment opportunities

6

Shareholders

Huge profits

Stable enrolment of new students

7

Public

Corporate social

Employment opportunities

responsibility 8

Consultants

Updated structure designs

Improving services

9

Contractors

Long-term contracts

Timely payments

10

Society

Charity events

Good public relations

5

Methods for Capturing Customer Needs I. Interviewing customers The institution can use interviewing method to seek customers’ views and ideas on its general performance and productivity. The interviews can be conducted on a face-to-face basis, where a representative of the university can meet the students, who are the customers, and seek to obtain their views concerning the university. Equally, phone interviews can be utilized, whereby the interviewer from the institution obtains phone contacts of several students or prospective students and reaches them on phone. Responses given are recorded carefully and accurately against each question raised in order to have the right communication. Alternatively, mail interviews can also be used, especially where customers are located in a far place. The postal address of the customer is obtained, and a set of questions dispatched to him or her. The customer will eventually mail his answers after entering the details as required (Thorsten et al.

2008, p. 400).

II. Customer survey Customer surveys are effectively conducted by the representatives of the institution who conduct the survey amongst the institution’s customers. Various tools are needed in the survey, including pre-printed questionnaires, which can be distributed to clients for filling. The questionnaires should have questions designed in such a way that they seek to determine from the customers what their needs and expectations are, and how the institution could improve on its service delivery. Answers to these questions

6 could be either in the form of multiple choices, or requiring the customers to fill in short answers.

III. Market study The institution can undertake to carry out some research, mainly by observing the market trends in general. This will give a true reflection of the customer’s preferences, needs, and expectations from analysing their behaviours. If, for instance, a different university is registering very high enrolment of students than the rest, the market study would determine why this is the case. It could be because of fair prices, quality service delivery, or generally improved performance. Market study is often done by use of observation method, where the phenomenon is observed, and patterns and trends carefully noted.

IV. Contacting customers via electronic mail Email can be used to contact customers and establish what their actual preferences and needs are. The email is a remarkably flexible and highly interactive channel of communication which can be relied upon by the management of the institution due to its speed in terms of performance. Electronic mails are particularly efficient because they eliminate the influence aspect of the questioner that is common in direct interviews.

V. Usage statistics Usage statistics give information on whether customers are acknowledging the product or service, or whether they have particular resentments. When the volume of students enrolling at the university gradually increases, it is evident that customers are finding all their needs being met at the institution. On the contrary, when the enrolment

7 numbers indicate a decrease over time, it indicates that customers are not fully satisfied with the institution’s services and performance and could be seeking the same elsewhere.

Applying Customer Survey Using Kano Analysis Dear customers In an effort to improve on our general performance and service delivery of quality education continuously, we take this opportunity to invite you to participate in our customer survey exercise. This exercise will give us a better insight into the numerous ways through which we can satisfy you as our customers and give you maximum return for choosing to work with us. Kindly, select the number that best reflects your view against each specification in the survey below.

Specifications Library facility Qualified staff Clearly defined missions Efficient research facility Sufficient funding from sources other than the government Relaxed academic environment that is free from impetuosity Independent thinking and freedom of expression Teamwork inspiration Strong internal culture Internet service Approachable staff Recreational facilities Easily accessible Online service Basic guiding principles Effective internal evaluation

Rates

Very High (1) 1 1 1 1 1

High (2) 2 2 2 2 2

Normal (3) 3 3 3 3 3

Low (4) 4 4 4 4 4

Not Necessary (5) 5 5 5 5 5

1

2

3

4

5

1

2

3

4

5

1 1 1 1 1 1 1 1 1

2 2 2 2 2 2 2 2 2

3 3 3 3 3 3 3 3 3

4 4 4 4 4 4 4 4 4

5 5 5 5 5 5 5 5 5

8 system Competent administration and management Exchange programs with other institutions Entertainment service Collaboration with research organizations Building assets Reliable security International universities ranking Communication services Academic resources

1

2

3

4

5

1

2

3

4

5

1 1

2 2

3 3

4 4

5 5

1 1 1 1 1

2 2 2 2 2

3 3 3 3 3

4 4 4 4 4

5 5 5 5 5

A total of 1000 forms were used in this survey, in which case the analysis determined the following; scores between 4000 and 5000 indicate a ‘Must’ specification, while scores in the range 2000 and 3999 indicate a ‘Want’ specification. Finally, scores lying between 1 and 1999 indicate a ‘Desirable’ specification (Shu-Ping & Ya-Hui 2011, p. 28).

Specifications Library facility Qualified staff Clearly defined missions Efficient research facility Sufficient funding from sources other than the government Relaxed academic environment that is free from impetuosity Independent thinking and freedom of expression Teamwork inspiration Strong internal culture Internet service Approachable staff Recreational facilities Easily accessible Online service Basic guiding principles Effective internal evaluation system

Total score 4800 4415 4865 4300 4230 432 4211 354 4512 4098 989 1243 987 1380 3549 2009

9 Competent administration and management Exchange programs with other institutions Entertainment service Collaboration with research organizations Building assets Reliable security International universities ranking Communication services Academic resources

3419 2897 674 3094 2310 3456 4902 3046 4518

KANO Analysis: Customer’s Needs

Library facility

Must

Wants Effective internal evaluation system

Clearly defined missions Qualified staff Efficient research facility Sufficient funding from sources other than the government Independent thinking and freedom of expression Strong internal culture International universities ranking Internet services

Competent administration and management Exchange programs with other institutions Collaboration with research organizations Building assets

Desirable Relaxed academic environment that is free from impetuosity Teamwork inspiration Approachable staff Recreational facilities Easily accessible

Reliable security

Online service

Communication services Basic guiding principles

Entertainment service

Academic resources

Minimum Requirements: The QFD form

MUSTs

4 5 4 4 4 5 4 4

9/36 8/3 8/3 6 10/4 2 5 9/3 9/3 6 6 8/32 9/3 9/36 6 8/3 2 8/3 2 8/3 2

5/25

7/2 8

Academic resources Effective internal evaluation system

5 3

9/4 9/45 5 5/1 7/2 5 1

Competent administration and management Exchange programs with other institutions Collaboration with research organisations Buildin g Reliabl e Communication services Basic guiding principles Relaxed academic environment that is Teamwork inspiration Approachable staff Recreational facilities Easily accessible Online services Entertainment services

3

6/2 1

4

6/2 7/2 8 8

Desirables

WANT

6/24

4 4 3 4 2 3 1 2 2 2 1

9/27

3/3

Design

Pool

Equipments

Advertising

Furniture

8/3 2

6/2 4 8/4 5

5/1 5/15 5/1 5 5 5/2 6/2 0 4 5/1 5 9/2 7 2/6 34 4/6 6 9/1 8 2/4 3/8 3/3

9/3 6 9/4 5

9/3 6 7/3 6/3 5 0

9/3 6 7/3 5/2 9/3 0 9/36 6 6 3/1 5 6/2 4

8/3 5/2 2 0

4

3

Internal Design

Facilities

Customer Expectation Library facility Clearly defined missions Qualifie d staff Efficient research facility Sufficient funding from sources other than the government Independent thinking and Strong internal culture International universities ranking Internet services

Staff training

Requireme nts

Location

Design

Customers services

10

7/24 9/4 5 5/1 9/4 5/1 5 5 5 5/1 5 7/28 5/1 5

7/2 1 6/18 7/21

9/1 8

6/1 4

3/3

8/1 4

Near from Do some training Check them every day Make customer happy Change the design every year Keep it very clean Do some advertise in Do the Maintenance Outdoor and indoors Put some assign board

11

Target value

210 315 220 315 130 12 130 145 192 145 8

Absolute score

Part Name or Function

Potential Failure

Effect on System

Root Cause

Staff training

Not working well Far from city

Customers unhappy

Less training course Less 2 advertising

Internal design

Old design

Customers unhappy

3

4

Basketball court

Bumpy surface

Cannot be used

3

4

4

4

Location

Customers Less services service

Customers don’t know

Risk Before Action Taken P S R 3 4 12

Peeling play surface Customers Poor dissatisfaction service

5

Action to Reduce Risk

Risk After Action Taken P S R 2 4 8

Do some extra training 10 Using 1 advertising media 15 Change 1 the filter or fix it 12 Fix the 1 surface 16 Do some different course

2

5

5

5

5

4

4

4

8

FMEA Analysis

P S

1 Low

Probability of occurrence Seriousness Minor of failure

2 Low to moderate

3 Moderate

4 Moderate to high

5 High

Minor to serious

Serious

Serious to critical

Critical

Selection and Evaluation of Supplier The major components of international university

12 Among the main components that the international university will require to run its operations and services in a high quality manner include; published books for students and their instructors, internet services for doing online research, professors to instruct the students, furniture for use in lecture halls and offices, as well as security for the entire university community. Maintenance services will be required for all the assets acquired by the institution, communication services for use by students and the administration, library services, laboratory services for enhancing research, and computer terminals to aid the online communication and research.

Computer Terminals: Criteria to be used for selecting suppliers The criteria to be used for selecting suppliers of computer terminals to be used in the institution include the quotation price, time of delivery of the computers, the warranty duration, and their reliability in as far as performance is concerned. Other criteria include the level of customer satisfaction, their overall quality, safety measures included, the requirements, as well as the material used in design and the availability of spare parts.

Supplier Selection System Criteria Quotation Price Time of delivery Warranty duration Performance reliability Customer satisfaction Overall quality Safety measures Materials used in design Availability of spare

South Korea 10 6 8 7

Japan 9 7 9 8

USA 8 10 9 10

7

8

10

7 7 6

9 7 8

10 10 9

8

9

9

13 parts Potential to handle large orders Total Score

8

8

8

74

82

93

Report on supplier selection process Three different source countries for computers were evaluated on the basis of ten different areas that directly relate to the overall performance of the computers. From the tabulated results above, the USA is the most suitable source country for the computers to be used in the institution. Overly, the USA has a very short delivery time, has the highest performance reliability amongst the three countries, as well as a higher customer satisfaction level and safety considerations. Although the quotation price in South Korea and Japan is better than that of the USA, the other aspects of the computers have weighed in strongly for the American supplier than both Japan and South Korea. Thus, the USA supplier has been awarded the tender to supply the computers (Sen, Sen & Baslıgil 2010, p. 1603).

Statistical Process Control Providing knowledge to students 1. Receiving application requests from students 2. Choosing qualified students 3. Inviting qualified students for enrolment 4. Countercheck to verify their document’s authenticity 5. Announcing semester commencement dates 6. Reviewing curricular for the fresh year 7. Communicating changes to the instructors 8. Purchasing new resources required for teaching by the instructors

14 9. Teaching students in their lecture halls 10. Evaluating the performances of the students Process Monitoring Statistical Control Charts U-chart U-charts are used for collecting subgroups data containing different sizes. They particularly indicate the measurement of the process by indicating nonconformities within item groups.

NP-chart The chart is utilised for processes controlling where data with the same properties are collected as subgroups. NP-chart can also measure by words; that is, yes/no, or true/false.

C-chart This chart collects data that are of the same size within subgroups. It conducts measurement over time where it tracks non-conforming data per item or group. C-charts are also utilised in monitoring process improving theory effects.

XMR-Chart This chart measures stability of process as well as monitor changes within the system over time. The individual X chart can also be used for measuring.

X-bar and R-Chart This chart is utilised in the controlling within subgroup sizes that have various processes, such as two or more. The charts indicate the process stability, and also help in making predictions. Additionally, X-bar and R-Charts can be used to show average change over the specified period of time (Gültekin et al. 2002, p. 2303).

15 Plotting a Control Chart Time

X

N

Xbar

UCL(X)

LCL (X)

MR

R bar

UCL-R

LCL-R

Jan

3

4

4.3

6.10024 2.49976 2.2

3.12

6.51768 0.0936

Feb

2.5

4

4.3

6.10024 2.49976 2.9

3.12

6.51768 0.0936

Mar

4

4

4.3

6.10024 2.49976 2.2

3.12

6.51768 0.0936

Apr

3.35

4

4.3

6.10024 2.49976 2.5

3.12

6.51768 0.0936

May

3.45

4

4.3

6.10024 2.49976 3.9

3.12

6.51768 0.0936

Jun

2.3

4

4.3

6.10024 2.49976 3.6

3.12

6.51768 0.0936

Jul

5

4

4.3

6.10024 2.49976 4.2

3.12

6.51768 0.0936

Aug

3.3

4

4.3

6.10024 2.49976 2.9

3.12

6.51768 0.0936

Sep

2.45

4

4.3

6.10024 2.49976 3.1

3.12

6.51768 0.0936

Oct

4.24

4

4.3

6.10024 2.49976 2.2

3.12

6.51768 0.0936

Nov

4.54

4

4.3

6.10024 2.49976 2.4

3.12

6.51768 0.0936

Dec

3.3

4

4.3

6.10024 2.49976 1.9

3.12

6.51768 0.0936

Jan

4

4

4.3

6.10024 2.49976 2.2

3.12

6.51768 0.0936

Feb

3.3

4

4.3

6.10024 2.49976 2.6

3.12

6.51768 0.0936

Mar

3.3

4

4.3

6.10024 2.49976 2.9

3.12

6.51768 0.0936

Equations applied on X-bar and R-chart; For determining X bar Upper Control Limits for X bar UCL (X bar) = X bar(bar) + R bar * A2 For determining X bar Lower control limits LCL (X bar) = X bar(bar) – R bar * A2

16 For calculating R Chart Upper and Lower control Limits; UCL (R) = R-bar * D4

A2=0.577

LCL (R) = R-bar * D3

D4=2.089

X-bar Chart

R-bar Chart

D3=0.03

17

Possible Problems for Customer Several problems could be faced by customers including increased tuition fees, disconnected internet services, longer durations in enrolling and registering every student, broken down recreational facilities, and substandard library services.

Solving the Problem A number of problem solving tools can be used to effectively address these problems, such as brainstorming, use of check sheets, Gantt charts, pareto diagram, as well as cause and effect diagram, and use of problem solving sheet.

Problem Solving Tools Application The above tools are used to address the difficulty experienced with the use of internet service as identified above.

Brainstorming

18 Brainstorming could address several related issues such as the unreliable internet speeds being caused by such reasons as failure on the part of the hardware, viruses, and old modem version. Others could be lack of inspection, as well as poor maintenance, and connection problems with the wires.

Gantt Chart

Task

Person Assigned to

Inspecting

Mary. R

the modem Inspecting

Steve. B

hardware Updates

David. M

application Error

Erica. J

reporting Contacting

Jolene T

the supplier Testing the modem

Elkins K

Week 1

Week 2

Week 3

Week 4

Week 5

19 Problem Solving Chart

A-Problem Description

Disconnection of the internet service occurred during rush hours. Many students are disappointed with that.

B-Problem Analysis

The internet signal is low The modem version in use is old Connection failures

C-Corrective action

Increase internet speed Replace the modem Check wire connections

D-Follow-Up

Prepare a report on the corrective actions Solving the problems Modem testing after problem solving

Process Flow Chart

Start Inform the Managers Inform Internet Company Planning tasks schedule

Modem

Fail

inspecti on

Pass Wires inspectio n

Reject

20

Fail

Hard ware testing

En d

Pass

Final Inspectio n

Fail

Fail

Conclusion Quality planning is an integral part of management which seeks to optimise on the benefits which consumers seek to obtain when they purchase a good or service.

International universities are institutions which seek to sustain their exemplary performances by attracting quality students from all over the world. These universities ensure that they have all the qualities that can support the desired quality performance, such as highly qualified instructors, education resources, efficient library facilities, as well as research institutions and centres. Students often make decisions on which institutions of higher learning they can join basing on the facilities the institutions own and their overall performance. Student’s preferences for a particular institution of higher learning can be obtained through direct interviews, use of questionnaires, emails, and phone interviews. The preferences can be grouped into three broad categories, which

21 include ‘must’, ‘want’, and ‘desirable’. Different statistical control charts can be used to measure and monitor data occurrences.

22 List of References Brady, M, Voorhees, C, & Brusco, M 2012, 'Service sweethearting: Its antecedents and customer consequences', Journal of Marketing, vol 76, no 2, pp. 81-98 Gültekin, M et al 2002, 'Monitoring automatically controlled processes using statistical control charts', International Journal of Production Research, vol 40, no 10, pp. 23032320 Sen, C, Sen, S, & Baslıgil, H 2010, 'Pre-selection of suppliers through an integrated fuzzy analytic hierarchy process and max-min methodology', International Journal of Production Research, vol 48, no 6, pp. 1603-1625 Shu-Ping, L, & Ya-Hui, C 2011, 'Enhancing service quality improvement strategies by integrating Kano's model with importance-performance analysis', International Journal of Services Technology & Management, vol 16, no 1, pp. 28-48 Thorsten, G et al 2008, 'Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction', Qualitative Market Research: An International Journal, vol 11, no 4, pp. 400-413