1: The Quality Approach in Higher Education: Context and Concepts for Change
I: The Context for Change in Business and Industry
2: The New Productivity Challenge
3: The Service Imperative
4: World War II and the Quality Movement
5: History of the Malcolm Baldrige National Quality Award
II: The Context for Change in Higher Education
6: The Lattice and the Ratchet
7: Productivity or Quality? In Search of Higher Education's Yellow Brick Road
8: Building Responsive Universities: Some Challenges to Academic Leadership
9: The Big Questions in Higher Education Today
III: Applying the Quality Approach in Higher Education
10: TQM
11: TQM
12: Defining and Assessing "Quality" in Higher Education
13: Quality Improvement in Higher Education
14: What Students Remember: Teaching, Learning, and Human Communication
15: Universities, Competitiveness, and TQM: A Plan for the Year 2000
16: Is There Hope for TQM in the Academy?
17: An American Approach to Quality
18: Total Quality and the Academy: Problems and Opportunities
19: Translating Quality for the Academy
Suggested Research, Readings and Resources
20: Ten Areas for Future Research in Total Quality Management
21: Selected Readings and Resources in Quality
