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Quality in Schools

Measuring and Managing Customer Satisfaction, by Sheila Kessler (ASQ Quality Press, 1996) p. 70 states that a Gallup survey of 352 elementary and secondary school principals stated that their school had a "formal program" on quality.  Huh??  What could they possibly have been talking about?  Here are just a few questions that would have to be answered for such a statement to make sense:

  • Quality of what?  What's your product?  Daily attendance?  Lessons?  Test scores?
  • Who's the customer?  Who does a school's leadership really try to please and engage?  Students?  Parents?  Central office administrators?  The community?
  • How are you measuring the quality of whatever is your product in the eyes of whoever is your customer?

Gallup's a great organization.  But, frankly, I can't imagine that this survey actually captured anything meaningful at all!

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Comments

Even the comic strip "Dilbert" pokes fun at formalized quality programs: "If a tree falls in the forest and nobody hears it, does it still have quality??" Of course it was the wise little dog "Dogbert" that said this as he was "consulting" (Con + Insult = Consult)at the company that employed his owner. The dog walked away with millions...

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