Quality of Education at Northern University Bangladesh using Malcolm Balridge Education Criteria for Performance Excellence
Table of Contents
Executive Summary i
Leadership i
Strategic Planning ii
Customer focus iii
Knowledge management iii
Workforce Focus iv
Operations Focus v
Results v
1. Introduction 1
1.1 Background 1
1.2 Problem Statement 3
1.3 Objective 3
1.4 Rationale 3
2. Literature Review 4
2.1 Quality defined 4
2.2 Quality of private universities in Bangladesh 5
2.3 Quality measures in education 6
2.4 Malcolm Baldrige Award 7
2.4.1 Leadership 8
2.4.1.1 Senior Leadership 8
2.4.1.2 Governance and Societal Responsibilities 9
2.4.2 Strategic Planning 9
2.4.2.1 Strategy Development 10
2.4.2.2 Strategy Implementation 10
2.4.3 Customer Focus 11
2.4.3.1 Voice of the Customer 11
2.4.3.2 Customer Engagement 11
2.4.4 Measurement, Analysis, and Knowledge Management 12
2.4.4.1 Measurement, Analysis, and Improvement of Organizational Performance 12
2.4.4.2 Management of Information, Knowledge, and Information Technology 12
2.4.5 Workforce Focus 12
2.4.5.1 Workforce Environment 13
2.4.5.2 Workforce Engagement 13
4.2.6 Operations Focus 13
4.2.6.1 Work Systems 13
4.2.6.2 Work Processes 13
2.4.7 Results 13
2.4.7.1 Student Learning and Process Outcomes 14
2.4.7.2 Customer Focused Outcomes 14
2.4.7.3 Workforce Focused Outcomes 14
2.4.7.4 Leadership and Governance Outcomes 14
2.4.7.5 Budgetary, Financial and Market Outcomes 14
3. Methodology 15
3.1 Data Collection 15
3.2 Data Scoring 15
3.3 Scopes & Limitations 15
4. Findings 16
Organizational Description 16
a. Organizational Environment 16
b. Organizational Relationships 18
Organizational Situation 19
a. Competitive Environment 19
b. Strategic Context 19
c. Performance Improvement System 20
1 Leadership 20
1.1 Senior Leadership 20
a. Vision, values, and mission 20
b. Communication and Organizational Performance 21
1.2 Governance and Societal Responsibilities 23
a. Organizational Governance 23
B. Legal and Ethical Behavior 23
c. Societal Responsibilities and Support of Key Communities
Executive Summary i
Leadership i
Strategic Planning ii
Customer focus iii
Knowledge management iii
Workforce Focus iv
Operations Focus v
Results v
1. Introduction 1
1.1 Background 1
1.2 Problem Statement 3
1.3 Objective 3
1.4 Rationale 3
2. Literature Review 4
2.1 Quality defined 4
2.2 Quality of private universities in Bangladesh 5
2.3 Quality measures in education 6
2.4 Malcolm Baldrige Award 7
2.4.1 Leadership 8
2.4.1.1 Senior Leadership 8
2.4.1.2 Governance and Societal Responsibilities 9
2.4.2 Strategic Planning 9
2.4.2.1 Strategy Development 10
2.4.2.2 Strategy Implementation 10
2.4.3 Customer Focus 11
2.4.3.1 Voice of the Customer 11
2.4.3.2 Customer Engagement 11
2.4.4 Measurement, Analysis, and Knowledge Management 12
2.4.4.1 Measurement, Analysis, and Improvement of Organizational Performance 12
2.4.4.2 Management of Information, Knowledge, and Information Technology 12
2.4.5 Workforce Focus 12
2.4.5.1 Workforce Environment 13
2.4.5.2 Workforce Engagement 13
4.2.6 Operations Focus 13
4.2.6.1 Work Systems 13
4.2.6.2 Work Processes 13
2.4.7 Results 13
2.4.7.1 Student Learning and Process Outcomes 14
2.4.7.2 Customer Focused Outcomes 14
2.4.7.3 Workforce Focused Outcomes 14
2.4.7.4 Leadership and Governance Outcomes 14
2.4.7.5 Budgetary, Financial and Market Outcomes 14
3. Methodology 15
3.1 Data Collection 15
3.2 Data Scoring 15
3.3 Scopes & Limitations 15
4. Findings 16
Organizational Description 16
a. Organizational Environment 16
b. Organizational Relationships 18
Organizational Situation 19
a. Competitive Environment 19
b. Strategic Context 19
c. Performance Improvement System 20
1 Leadership 20
1.1 Senior Leadership 20
a. Vision, values, and mission 20
b. Communication and Organizational Performance 21
1.2 Governance and Societal Responsibilities 23
a. Organizational Governance 23
B. Legal and Ethical Behavior 23
c. Societal Responsibilities and Support of Key Communities