Best TQM Practices; Guardian’s Satisfaction Index – A Case Study

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

Year:    2003
Category:   Education Quality
Source:   EQ 2003 – Pakistan 1st National Conference on Quality Assurance in Education, Lahore
Publisher:   PIQC Institute of Quality

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Author’ Introduction:   

Lt. Col. Dr. Nawar Khan (Retd.) is a professional Mechanical Engineer. He has graduated from the University of Engineering and Technology Peshawar in 1981. He did his MSc Mechanical Engineering (Specialized in Production Engineering) from the University of Engineering and Technology Lahore in 1995. Dr Khan has completed his Ph.D under split Ph.D program of MoST from the University 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 publications. He is also Certified Quality Assurance Lead Auditor. He is fellow of IEP and life time member of PEC. Presently he is serving as Associate Professor at the College of Electrical and Mechanical Engineering, National University of Sciences and Technology, NUST Rawalpindi.


Education institutions, as part of service industry, have to adopt the TQM universal philosophy of continuous improvement to enhance its status to World Class Excellence. Education providers’ have to work on outward- looking policy of finding the expectations and needs of the guardians/parents of the students. As a result, the education system is to be modified to fulfill their requirements.

Improvement in education system and its work environment is a continuous process through feedbacks from all the associates. Assessment of satisfaction level of the stakeholders (guardians/parents) is carried to find out the education provider’s performance level.

Guardians/parents are the most concerned of all the stakeholders who have their precious assets (wards), economic, reputation and desires at the disposal of education providers. Finding out their satisfaction will give a clear message to the visionary head of the education institutions to reframe their policy, modify their system of induction, processing, testing and support services.

A case study of “Guardian’s Satisfaction Index for an Engineering Education Institution” is presented in this paper. This is the first formal TQM practice in an Engineering Institution which has resulted in generation of an excellent ‘Action Plan’ for future improvement. Other Engineering Institutions of the country can follow such best practices to find out guardians/parents satisfaction Index and work on improvement plan to achieve World Class excellence status.