TOTAL QUALITY MANAGEMENT IN HIGHER EDUCATION – A CASE OF INTERNATIONAL UNIVERSITY – VIETNAM NATIONAL UNIVERSITY – HCMC In Partial Fulfillment of the Requirements of the Degree of MASTER OF BUSINESS ADMINISTRATION In Finance By Ms: Nguyen Ho Thanh Tam ID: MBA02030 International University - Vietnam National University HCMC September 2013 TOTAL QUALITY MANAGEMENT IN HIGHER EDUCATION – A CASE OF INTERNATIONAL UNIVERSITY – VIETNAM NATIONAL UNIVERSITY – HCMC In Partial Fulfillment of the Requirements of the Degree of MASTER OF BUSINESS ADMINISTRATION In Finance By Ms: Nguyen Ho Thanh Tam ID: MBA02030 International University - Vietnam National University HCMC September 2013 Under the guidance and approval of the committee, and approved by all its members, this thesis has been accepted in partial fulfillment of the requirements for the degree Approved: -Chairperson -Committee member -Committee member Committee member Committee member Committee member Acknowledge To complete this thesis, I have been benefited from many people First of all, I would like to express my deepest acknowledge to my advisor, Assoc Prof Ho Thanh Phong for being my teacher, my advisor and guiding me through this research with valuable advices and recommendations Moreover, he teaches me not only to finish this thesis but also to know method of applying the content to my current career I would like to express my sincere appreciation to Dr Nguyen Van Chung – Vice Rector of International University, Dr Phan Viet Hoang – visiting lecturer of School of Computer science & Engineering, my colleagues at Office of Academic affairs, Office of Human Resource Management, and Quality Assurance Center helping me to design questionnaires and be eager to send information for my research My thanks also go to respondents of the surveys who shared their busy time to answer my questionnaires, and to my friends, Nguyen Ngoc Dieu Thi, Ho Huu Tien, and Le Duc Phuc for their helps To my family, I wish to express all my loving thanks to my dad, sister, and younger brother to love and encourage me whenever I feel tired, to my died mother for all her love to me Finally, I would like to give many thanks to many people cared for me that listing names is not enough i Plagiarism Statements I would like to declare that, apart from the acknowledged references, this thesis either does not use language, ideas, or other original material from anyone; or has not been previously submitted to any other educational and research programs or institutions I fully understand that any writings in this thesis contradicted to the above statement will automatically lead to the rejection from the MBA program at the International University – Vietnam National University Ho Chi Minh City ii Copyright Statement This copy of the thesis has been supplied on condition that anyone who consults it is understood to recognize that its copyright rests with its author and that no quotation from the thesis and no information derived from it may be published without the author’s prior consent © Nguyen Ho Thanh Tam/ MBA02030/2012 - 2013 iii Table of content CHAPTER I – INTRODUCTION 1 Rationale Problem statement Objectives Research questions .3 Scope and Limitation Research Methodology .4 Significance of the research Research Structure CHAPTER II – LITERATURE REVIEW Concepts and Definitions 1.1 Quality 1.2 Quality in higher education 1.3 Visual Control .8 1.4 Gantt chart 1.5 Total quality management 1.6 Total Quality Management in Higher education .12 Theoretical Frames 14 2.1 Deming’s philosophy .14 2.2 Edward Sallis’s model .15 Previous Researches 16 Background of Issues 17 4.1 Introduction about International University – VNU – HCMC 17 4.2 Recent quality model of IU 20 4.3 Research Model and Hypothesis 24 CHAPTER III – METHODOLOGY 27 iv Research type and data source 27 Quantitative method 27 2.1 Quantitative research time frame 27 2.2 Quantitative research procedure 27 2.3 Quantitative research sampling .28 2.4 Quantitative research delivery methods .31 2.5 Measurement design .31 2.6 Data analysis techniques .31 CHAPTER IV – DATA ANALYSIS AND RESULTS 35 Questionnaire contents .35 Descriptive sample of questionnaires 39 Questionnaire result 41 3.1 Reliability test 41 3.2 Factor analysis 45 3.3 Reliability test after Factor analysis 47 3.4 Regression analysis and Hypothesis results 53 CHAPTER V – SUGGESTED SOLUTIONS 63 Demand of applying TQM 63 Suggested model for International University 63 Feedback system analysis 79 3.1 Which fields are International University realized by customers 79 3.2 Suggested plan 83 Customer service analysis .104 4.1 Customer service demand 104 4.2 Plan of construction Customer service system 106 CHAPTER VI – CONCLUSIONS AND RECOMMENDATIONS 125 EXPECTATION 125 v CONCLUSIONS 126 LIMITATIONS AND RECOMMENDATIONS FOR FURTHER RESEARCH 130 LIST OF REFERENCES 133 APPENDIX 137 vi List of tables Table 1: Sample sizes of kinds of respondent populations in IU 30 Table 2: Construct measurement scales for staffs 35 Table 3: Construct measurement scales for students 36 Table 4: Respond number of staffs 39 Table 5: Respond number of students 40 Table 6: Reliability test with Cronbach’s Alpha 41 Table 7: Factors and Variables for Staff 46 Table 8: Factors and Variables for Student 47 Table 9: Reliability Analysis after Factor analysis with Cronbach’s Alpha 48 Table 10: Correlation for student .53 Table 11: Coefficients for student 56 Table 12: Result of the relationship between dependent and independent variables .56 Table 13: Hypotheses result for student .57 Table 14: Correlation for staff .58 Table 15: Coefficients for staff 59 Table 16: Result of the relationship between dependent and independent variables .59 Table 17: Hypotheses result for Staff 60 Table 18: Frequencies for student 61 Table 19: Percentages of respondants choose over medium level .61 Table 20: Frequencies for staff 62 Table 21: Fields are International University realized by customers 80 Table 22: Questionnaire types .84 Table 23: Email list of management units of International University 102 Table 24: List of issues often asked by each kind of target clients and management units:.103 Table 25: Customer demand 105 Table 26: Summary of answer for research questions 129 vii Table 27: Thesis appications .130 viii Khơng Có chưa rõ Hiểu rõ Nội dung buổi lễ chào mừng có giúp anh/chị hiểu Nhiệm vụ, Chiến lược tới Trường: Có chưa rõ Khơng Hiểu rõ Anh/chị có giới thiệu cho đơn vị biết mình: Có Khơng Tại đơn vị tuyển: Cơng việc anh/chị đảm nhiệm có phân cơng rõ ràng: Khơng Có chưa rõ Rõ ràng Có chưa rõ Rõ ràng Cơng việc có mơ tả rõ ràng: Khơng có mơ tả Anh/chị có hướng dẫn, hỗ trợ từ cấp trên: Khơng Có khơng nhiều Rất nhiều Ý kiến anh/chị công tác quản lý Nhà trường trình làm việc: Đối với cơng việc hàng ngày: Khơng Rất Ít Nhiều Anh/chị có phải xử lý nhiều cơng việc phát sinh khác ngồi mảng phụ trách Anh/chị có linh động tự giải cơng việc có phát sinh Anh/chị có nhận hỗ trợ giải cơng việc cấp Anh/chị có nhận hỗ trợ giải công việc đồng nghiệp ngồi phịng Cơng việc anh/chị phụ trách có bị trễ hạn 120 Rất nhiều Anh/chị có tập huấn có đổi mới, điều chỉnh cơng việc Anh/chị có muốn tự giải cơng việc hay làm theo yêu cầu cấp trên: Không Có tùy trường hợp Có Anh/chị có u thích cơng việc mình: Khơng Có Ý kiến anh/chị công tác đào tạo cán Nhà trường: Chương trình gửi cán tu nghiệp trường đại học giới: Quá Ít Bình thường Nhiều Rất nhiều Số đợt lần/năm có khơng Các đợt có giúp anh/chị tăng thêm nhiều kiến thức kỹ giảng dạy Các khóa tập huấn ngắn hạn trường Đại học Quốc tế: Khơng Rất Ít Nhiều Rất nhiều Số lượng tổ chức Thời gian diễn có ảnh hưởng đến cơng tác anh/chị Nội dung có giúp anh/chị tăng thêm nhiều kiến thức kỹ giảng dạy Đánh giá anh/chị thư viện Nhà trường: Khơng Ít Bình thường Có Rất nhiều Anh/chị ln mượn sách cần vào thư viện Hệ thống tra cứu sách có tiện lợi Ngồi nội dung trên, anh/chị có mong muốn Nhà trường đáp ứng nhu cầu khác? …………………………………………………………………………………………………………… …………………………………………………………………………………………………………… 121 …………………………………………………………………………………………………………… …………………………………………………………………………………………………………… …………………………………………………………………………………………………………… Chân thành cảm ơn hỗ trợ anh/chị! Chúc anh/chị sức khỏe thành đạt! HIỆU TRƯỞNG PGS TS Hồ Thanh Phong 122 APPENDIX S: SURVEY ON LECTURER SATISFACTION ABOUT INTERNATIONAL UNIVERSITY – VIETNAM NATIONAL UNIVERSITY - HCMC Dear student! In order to serve you more effective, International University has the need to understand your opinions about the activities of our university Hopefully you could have time to help answer some following questions Please note that no answer is right or wrong, but all your opinions will be extremely significant for further activities at our university We pledge that the information collected only for research purpose The personal information will be kept confidential We are looking forward to and appreciate your sincere cooperation! PERSONAL INFORMATION: You are the 1st/2nd/3rd/4th student Program: IU / Twinning Your School:……………………………………Major: ………………………….……………… Your latest GPA is: 85 ≤ GPA ≤ 100 75 ≤ GPA < 85 65 ≤ GPA