Ibrahim, Ola (2015) The Implications of Applying Total Quality Management (TQM) On E-Learning in Egypt. “Suggested E-Learning Service Quality Model”. Doctoral thesis, University of Huddersfield.

Egypt is seeking to accelerate comprehensive and sustainable development and to achieve higher growth rates for the interest of all classes and categories of society. According to what was published in 1/7/2013 by the public association for adult education AEA at the information and decision support centre in Egypt; 14.9% of population in age between 15 and 35 years old are illiterate. Here, we have to ask:" How a society where 14.9% of its young working power is illiterate can execute the mentioned adopted strategy of development?!"The Egyptian young working power is poor educated due to the bad education system ranking 131 out of 144 in the world. There is a need for a good High Educational system, affordable to those who does not have the opportunity to leave there jobs, from where they gain to live, in order to have a good education to improve their social life, and help them being part of the required development. Making benefit from the technological revolution and the excitement and passion of using it, can give the chance to offer an E-learning service through which a human development could be achieved. Then, strategies could be well adopted to improve society. In Organizations; Total Quality Management (TQM) has become most widely used management acronym and is considered as the buzz word in the management practices, keeping an eye on details. TQM is mainly concerned with continuous improvement in all work, from high level strategic planning and decision-making, to detailed execution of work elements on the shop floor. On the other hand, Enterprises find ways to set themselves apart in the hyper-competitive global marketplace by applying e-service. E-Service may provide the greatest return on investment (ROI) and sets the foundation for adding and integrating other E-Business functionality in the future. Customers can achieve the service through web page without a need to any help or support at any time. E-service and Total quality management (TQM) seek for same goals, but from different perspectives. Now, what if an organisation offers an E-service while applying Total quality management (TQM)? Hoping to achieve a good affordable High educational E-learning system, it was decided to study “The Implications of applying TQM on E-Learning in Egypt”. This is for the great impact of the E- learning quality on the education as main national issue in Egypt. E-Learning was implemented in the near past few years, through limited programs in national Universities, and the Egyptian E-learning University established in 2009. The Quality management were also taken as essential of management in the higher educational institutes there. This research take a track to suggest Total Quality management Model to improve E-learning service offered in one of the Higher Educational Institutes in Egypt. The suggested e-learning Model emphasize that the eight elements of TQM were engaged in the Baldrige criteria framework. Quality Function Deployment (QFD) the main tool of evaluation of all the processes. The Idea of this model is to use Quality function Deployment (QFD) to translate and plan the‖ voice of the customer‖ into the quality characteristique of the service before enter the market. QFD analyse the client‘s requirements,define how each requirement will be satisfied by the service,organize the needs,illustrate the relationship between the requirement of the customer in the market and the needs to fullfil them. The result will be transmitted to the leadership Management,who will deploy the quality ,and apply the eight Total Quality Management Principles going through the seven categories of the Baldrige Criteria. The result of all the model phases shall affect the learner through the afforded high quality E-learning service. The high qualified personnel educated through the high quality E-learning system, will affect the social culture and environment from where comes the ―voice of cutomer‖, to be analyzed through the QFD, to the leadership management, and the improvement cycle continue.The suggested E-learning service Quality Model represents required emerged recognised set of procedures for validation of quality framework.

Final thesis - IBRAHIM.pdf - Accepted Version
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