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Continuous improvement: a case study in student relations

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Examines how an iterative continuous improvement process was successfully implemented to change admissions, retention, and career guidance processes in an AACSB-accredited school of business housed in a medium-sized (8,500 students) state university in the south-eastern USA. The continuous improvement process consistently produced regularly revised and prioritized student relations improvement goals, initiated programmes to satisfy their concerns, became a model for improving other processes concerning curriculum, instruction, and strategic planning, facilitated and expedited faculty participation and provided documentation necessary for AACSB reviews.
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Keywords: Kaizen; Quality Management; Tqm; Universities

Document Type: Research Article

Publication date: 1996-03-01

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