[Quality Assurance and Improvement in Higher Education in the UK: a Case study of University of Southampton]

By

ACKNOWLEDGEMENT

I would take this opportunity to thank my research supervisor, family and friends for their support and guidance without which this research would not have been possible.

DECLARATION

I, [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.

Signed __________________ Date _________________

ABSTRACT

This study considers the specific service and quality features which attract students to University of Southampton; and also examines how students and staff at the university believe that quality can be improved. The study examines both quantifiable and non quantifiable aspects of service provision including teaching standards and quality of facilities and accommodation in order to provide a holistic viewpoint of overall perceived quality. The study gathers and analyses the opinions of 250 staff and students (both undergraduate and post graduate) and University of Southampton in order to establish with the role of an individual within the university has a bearing on their perception of quality. Using statistical techniques it was established that employees and students at the university have distinct and specific concerns in regards to overall quality, which were determined through granular analysis of alternative variables. Although on balance the university received strong commendations from the research population and they were satisfied with the quality of teaching and service provision as a whole, it was also clear from the results that some relatively small changes in specific areas would deliver an exponential improvement in perceived quality. Furthermore it was concluded that improving the perceptions of quality in all aspects of the university would create a virtuous cycle of improved quality which would become self perpetuating. However the final point noted in the research was that there should be further longitudinal analysis of the wider effects of changing the tuition fee structure in order to assess the impact on teaching quality.

Keywords: Quality Assurance, TQM, Innovation, Organisational Performance, Value-Added

Table of Contents

ACKNOWLEDGEMENTii

DECLARATIONiii

ABSTRACTiv

CHAPTER 1: INTRODUCTION1

Contextual Background - The Value of Quality1

Aims and Objectives1

Quality Assurance in Higher Education3

University of Southampton3

Dissertation Structure3

CHAPTER 2: LITERATURE REVIEW5

Introduction5

Definitions and Dimensions of Quality Assurance5

Quality Assurance6

External Stimuli6

Quality Assurance Metrics6

Productivity Measurement7

Performance Measurement7

The Benefits of Performance Measurement9

Learning Organisations and the Application of Innovation9

Codifying Knowledge12

CHAPTER 3: METHODOLOGY13

Introduction13

Research Design13

Research Philosophy and Strategy14

Data Collection Methods: Questionnaire15

Research Population and Research Sampling15

Data Analysis Techniques16

Research Ethics and Limitations16

Summary16

CHAPTER 4: RESULTS ANALYSIS AND CRITICAL DISCUSSION17

Introduction17

Descriptive Statistics17

Part A: Demographics17

Part B: Perceptions of Quality at University of Southampton21

Part C: Perceptions of the Quality of Teaching at University of Southampton22

Part D: Perceptions of the Quality of Administration and Support at University of Southampton23

Part E: Attitudes towards Improvements at University of Southampton24

Qualitative Questions27

Critical Discussion28

Overall Perception28

Perception of Teaching29

Perception of Administration and Support30

Summary31

CHAPTER 5: CONCLUSIONS, LIMITATIONS AND FURTHER RESEARCH32

Conclusions32

Recommendations33

Further Research34

REFERENCES36

Appendices41

PART A: Demogrphics41

PART B: Perceptions of Quality At University of Southampton42

PART C: Perceptions of the Quality of Teaching At University Of Southampton43

PART ...