This paper describes a business process and organizational re-design and implementation project for an e-government service organization. In this project the initial process execution time of a Virtual Private Network (VPN) connection request has been reduced from some 60 days to 2 days. This has been …

There are lots of definitions of quality, and also of quality in education. Garvin (1984)discerns five approaches: the transcendental approach, the product-oriented approach, the customeroriented approach, the manufacturing-oriented approach and the value-for-money approach. Harvey and Green (1993) give …

Companies today are in the continuous improvement game continuously anticipating customer needs at the same time as reducing transaction costs. It’s a tough game, in which techniques evolve so fast that an organisation with rigid management cannot hope to keep up. Indeed, requirements for management …

How to design and implement a system of Total Quality Management in education