Lt. Col. Dr. Nawar Khan (Retd.)

Year:    2002
Category:   Education Quality
Source:   ICQI 2002 – Pakistan Seventh International Convention on Quality Improvement, Karachi
Publisher:   PIQC Institute of Quality



Lt. Col. Dr. Nawar Khan (Retd.) is a professional Mechanical Engineer. He has graduated from the University of Engineering of Engineering and Technology Peshawar in 1981. He did his MSc Mechanical Engineering (Specialized in Production Engineering) from the University of Engineering of Engineering and Technology Lahore in 1995. Dr Khan has completed his Ph.D under a split Ph.D program of MoST from the University of Engineering of Engineering and Technology Lahore and De Montfort University, Leicester UK in 1999. His field of specialization is Total Quality Management (TQM), particularly the ‘QUALITY AWARDS’. He is author of a number of nationals and international research papers. Presently he is serving as Associate Professor at the College of Electrical and Mechanical Engineering, National University of Sciences and Technology, NUST Rawalpindi.


Educational institutions make a major share of service industry. Quality of service provided by educational institutions is as much important as quality of manufacturing a product. At times, control of service quality becomes more difficult than quality control during manufacturing of a product due to fragile nature and concurrent production and provision of service.

Generic quality parameters for service can be presented as criteria set. However, the criteria set cannot be used as such for assessment of educational institutions, as it requires a tailored and modulated approach.

Off-line service quality control is only segregation of bad product from good one. A low grade qualified student normally gets a low grade and low paid job in the industry and has fewer chances for career progression in comparison to a high grade qualified student who has a high market value. ‘ONLINE PROCESS CONTROL’ is as much important in service industry as it is in the manufacturing industry.

A case study of ‘on-line service process control’ of an Engineering Educational Institution is presented in this paper. This is the first practice of on-line process control which has resulted in high performance. Other educational institutions of the country can follow this practice to carry out on-line process control of their institutions for providing excellent service quality. Action plan can be formulated, after gap analysis, to convert all, if possible, off-line processes control to on-line control so as to stop production of non-conforming products/service.