Quality Management for IT

Assignment1

Name
ID
Task 1:

About Business

Zayed University was established in 1998 as a scientific model for modern global model for
education, to be a leader in the UAE and in the region in terms of the national university of
academic excellence and innovation. Zayed University carry with pride the founder of the name
and the builder of renaissance - the late Sheikh Zayed bin Sultan Al Nahyan, God mercy his soul,
and seeks to be a measure of expectations and ambitions that he wanted her founder. Characterized
by the university two branches in Abu Dhabi and Dubai, where students receive two of the nation,
the region and the world.

Vision
" Zayed University، being the leading university to contribute to the process of scientific and
cultural progress and economic and social development in the UAE and the global community".

Mission
"Positive contribution in the preparation of qualified cadres of graduates who are able to contribute
to nation-building، and to provide programs of study according to international standards, and
strengthening the role of the university as a leader in the progress of scientific research and
community service".

University values
 Commitment to creating a learning community in which collaborates students, faculty and
staff body, the search for knowledge and circulation among them.

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  Adherence to professional ethics by adhering to the highest standards of personal conduct
based on respect, honesty, objectivity and transparency in handling discipline and
strengthen the principle of accountability and practice.
 Encourage and support innovation through the adoption and development of global best
practices in teaching and learning and research to deliver the highest levels of service to
students and the community of the UAE.
 Commitment to collective action and cooperation to ensure the achievement of the
University's mission and strategic objectives with maximum efficiency.
 Confirmation of the principle and practice of leadership based on business excellence, and
continuous communication with employees, openness and deal consciously with different
cultures, inside and outside the university community.

The strategic objectives of the University

 Build sophisticated stimulating learning environment helping to innovation and creativity.
 Prepare qualified generation of graduates who are able to contribute to the development
process, producers at home and gained for the skills of critical thinking and openness to
the world around them.
 Delivering high quality programs that focus on enriching students' cognitive and efficiency.
 Improving the research level of the University.
 Ensure that administrative services in accordance with the quality, efficiency and
transparency standards.

Task 2:

The new international scientific achievement Zayed University after the announcement of the
development of international business schools association (AACSB) awarded international
accreditation of programs of the Faculty of Management at the University, is a world-class
achievements that can be awarded to an educational institution specializing in the field of business

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management, and the issue of an international institution ancient granted accreditation to only
about 5% of colleges working in management science programs around the world.
This new scientific achievement is a quality addition to programs and disciplines of the School of
Management at the University, especially as it comes from a professional international body
specialized in this field, which is reflected on the quality of college programs and development
continued according to the international standards, stressing that this international accreditation is
also a practical translation to see the university, to occupy the higher education institutions,
universities and high-end prestige scientifically and culturally on the local and international levels.
Zayed University is keen to achieve the best quality in all aspects of education and training and
administrative work, and so out of full conviction that quality and excellence are key elements in
the preparation and achievement of learning outcomes is capable of creative use of information,
and contribute to the establishment and development of a knowledge society.
This requires managers Zayed University and the supervisors and managers of Zayed University
to ensure the compatibility of service specifications within Zayed University with the receiver with
the beneficiary's expectations. In the case of a gap between specifications and expectations must
specify the dimensions of this gap and its causes and work to overcome them to take all appropriate
corrective action. Quality in the modern economy "does not mean the production of a good or
better than its counterpart service available, but it means a beneficiary satisfaction with the good
or service." In the British project quality; Zayed University in the framework of several
characteristics of TQM at Zayed University it has emerged, including: The quality is equal to the
high standards, whatever differences among students, faculty, staff and administrators at Zayed
University. The focus on quality performance properly through intellectual capacity development
of top-level, and the development of innovative thinking and critical thinking among students. The
quality means compatibility with the purpose for which it seeks to achieve Zayed University. The
quality refers to the transformative process elevate student's intellectual capabilities to tidy up, and
you look at the teacher as a facilitator of the process in Zayed University, and to the student as an
active participant in the Zayed University.

Task 3:

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Zaid University's overall quality standards:
The system in Zayed University works like any other production system according to a specific
strategy that takes into account the economic and social conditions surrounding the system, the
cultural structure prevailing within the system, the organizational climate, the technical progress,
the physical and human resources provided by the system and the needs and desires of the system's
financiers.
Therefore, it is concerned that its outputs conform to international standards for quality control of
production through the constant pursuit of the use of standards for quality measurement and
control.
Crosby Standards:
Philip Crosby, one of the world's quality consultants, has identified four standards for total quality
assurance for education that have been established in accordance with the principles of Total
Quality Management (TQM): adapting to quality requirements by establishing a clear, consistent
and consistent definition of quality.
Describe the quality-control system as preventing errors by preventing them from developing
standards for good performance.
Prevent errors from occurring by ensuring the correct performance from the first time.
Evaluation of quality through accurate measurement based on objective, qualitative and
quantitative criteria.
Baldrige Standards:
M. Baldrige developed a quality control system at Zayed University recognized as a recognized
quality control and excellence criterion in Zayed University to enable Zayed University to face
tough competition in the light of the limited resources of the Zayed Zayed University and the
demands of its beneficiaries.
The Baldrige quality control system is based on 11 core values that provide an integrated
framework for development in Zayed University and include 28 secondary standards for Zayed
University quality and are integrated into 7 groups:
Leadership (90 points): Senior management, leadership and organization, the responsibility of
society and citizenship. Information and analysis (75 points) include: information and data
management, information comparison, analysis and use of school achievement levels.

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Action planning and strategic planning (75 points) include: strategic development, implementation
strategies.
Management and development of human resources (510 points), including: assessment and
planning of the workforce, the operating system of the faculty, the system of development of the
faculty, and the professional satisfaction of the teaching staff.
Educational Administration (50 points): Design, support and delivery of the educational system
and services at Zayed University, design educational research, develop the registration and
enrollment management system, and consider the educational administration as an economic
activity.
Zayed University performance and student results (230 points) include: student results, school
climate, school climate improvement, results, Zayed University performance research, and Zayed
University performance as an economic activity. (230 points), including the needs of current and
future students, the relationship between the system's in Zayed University and the educational
administration, and the satisfaction of the current and expected students in the Zayed University,
and comparing it with the rest of Zayed University or other educational systems.

Task 4:

Comprehensive evaluation criteria: the self-destruction of the education of some of the standards
that ensure its comprehensiveness movement made, and the process of its supporters forty five
criteria divided into ten areas they think are covering various aspects of the performance efficiency
of the calendar in Zayed University and these standards after reformulation are:
Objectives:
 The validity of the objectives to be an effective mentor to guide present and future of Zayed
University.
 The extent of sub-goals harmony with the overall objectives and their contribution to
completion.
 The availability of adequate planning capacity as appropriate to formulate some sort
needed to accomplish the objectives of the plans.
 The extent to which the policies and procedures for admission to the Zayed University.
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  The extent to which the objectives of Zayed University to highlight its distinctive identity
of others.
Student learning:
 Students over the calendar for the guidance and supervision system provided them with
Zayed University.
 The extent of students dropping out of Zayed University level.
 The availability of programs and resources for individual or compensatory education for
students.
 The effectiveness of the Department of Student Affairs.
 The availability of evidence on the existence of an acceptable progress towards achieving
the objectives of the Zayed University.
 Body in Zayed University: the adequacy of existing procedures and policies to evaluate the
performance of the authority in Zayed University.
 The extent to which existing programs for the improvement of teaching and the
development of the authority in Zayed University objectives.
 The receptivity of current policies and procedures relating to the affairs of the authority in
Zayed University.
 The adequacy of the salaries of the scientific committee of the competition.
 Over the efficient functioning of the body in Zayed University.
In programs Zayed University:
 The availability of appropriate policies and procedures for the construction of the new
programs at Zayed University.
 Over the help of appropriate policies to examine and evaluate existing programs at Zayed
University and procedures.
 Over the year to assist the contents of the setting on the excitement and intellectual
stimulation program for students.
 The efficiency and consistency of programs in Zayed University with the objectives of
Zayed University.
 Over the provision of library services for the good body in Zayed University and students.

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Institutional support:
 In the appropriateness of the building Zayed University students to the size and nature of
the programs in Zayed University.
 The availability of long-term plans for the development of buildings and appliances In
Zayed University.
 The contribution of salaries and allowances provided for workers in the area of support
services in attracting good elements to this area.
 The availability of appropriate measures to evaluate the performance of employees in the
area of support services.
Administrative leadership:
 The interest of administrative leadership in the planning in Zayed University.
 The extent of establishing an effective working relationship between the manager and
administrators at Zayed University.
 The extent of ensuring administrative policies and procedures for effective management of
the In Zayed University.
 The availability of adequate procedures and policies for evaluating the performance of
administrators and professional development.
 Over the improvement of the principles of equal opportunity, fairness and objectivity in
the current recruitment policy.
Financial Management:
 Over the equal Zayed University with the budget and other similar.
 The availability of an effective system of accounting and financial reporting in the Zayed
University.
 Over the equality of costs and expenses with its counterpart in the similar.
 Over Investment Zayed University for material and financial resources and property in a
good way.
 How keen Zayed University on the optimal use of financial and human resources.
Council Zayed University Management:

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  The contribution of policies and procedures in the conduct of business efficiency in this
council.
 Council members understand the extent of the difference between policy formulation and
implementation.
 The extent of the interaction of members with the outside public.
 The contribution of these councils actively in the development of Zayed University.
Foreign Relations:
 The contribution of Zayed University activities in the advancement of economic, cultural,
health and social conditions of the population in the surrounding environment. Zayed
University's enjoyment of good relations with the supreme supervisory authorities.
 Over the Zayed University, link effective relationships with government agencies that are
affected by its decisions.
 Over the Zayed University's ability to secure an acceptable level of financial support from
the private sector.

Self-development of the institution in Zayed University:

Zayed University over the support to the efforts of innovation and experimentation. The
availability of positive trends towards self-development of the staff of Zayed University. The
availability of appropriate procedures for self-development of the Zayed University.
The application of quality standards at Zayed University methods: quality is determined Zayed
University through the application known as the international standards (ISO) through a number
of methods of internal and external control, and most important of these self-evaluation methods,
self-studies, and evaluate the academic achievement of the students.
Self-Evaluation of In Zayed University: an important measure of the efficiency of any
organization and the requirement for a key to the process of adoption, and carried out by self-
organization and formally to identify the strengths and weaknesses, and despite the lack of specific
details on the process of self-evaluation, but the calendar comprehensive self for Zayed University
based on the following assumptions: the self-evaluation is an essential part of Zayed University
operations. The self-evaluation at Zayed University is in different ways, multiple categories of
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individuals. The overall aim of the calendar is a self-development and academic improvement. The
efficiency or quality of academic concepts that can be identified and measured. The efficiency of
the Zayed University consists of a set intertwined and dependent on each other elements. In
addition, based on scientific self-evaluation on the following grounds:
 The self-evaluation internal responsibility carried out by a group of teachers and
administrators.
 The evaluation process continues. The Schedule for a comprehensive process inputs,
processes and outputs of Zayed University and the foreign influential factors.
 The schedule essential basis for ensuring the quality of Zayed University programs and to
achieve efficiency and effectiveness.
 The schedule basis for rational decision-making.
 The schedule basis for future planning.
 The development is the ultimate goal of the calendar.
 The useful process development to build a common understanding within the Zayed
University about their goals and strengths and weaknesses.
Self-study: Led establish the concept of the self-destruction in the Zayed University to expand and
deepen the self-study, and the growing need for comprehensive and continuous self-study and
understand the acute shortage of data required by the decision-making wise and proper planning
process. In response to this shortage, it has Zayed University the development of the entire system
based continuous combination of data and the establishment of research centers that deal with
institutional research through a series of studies ongoing or periodic research concerned with the
collection and analysis of data relating to all problems and the large obstacles facing Zayed
University. Self-study and seek to ensure the completion of specific objectives for Zayed
University that increase the effectiveness and efficiency, including: improving programs and
increase effectiveness. Raise their capacity to deal with the positive change. Build a base from
which basic information planning efforts. Raise the contribution of the authority in Zayed
University and administrative identify problems and develop solutions and application
developments and bridging the gap between personal and corporate goals. Achieve open
communication between members and units of Zayed University, resulting in a strengthening of
trust and understanding and effectiveness of collective cooperation in solving problems.
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Contribute to highlight some of the leadership abilities of the employees of the Zayed University.
Continuous examination of the policies, procedures, processes and records, and the preparation of
reports and documents useful in strengthening the budget requests, and get the support of the
beneficiary of the service In Zayed University.
Academic achievement for students: There is no doubt that the students' academic achievement
has a significant impact in the development of teaching offered in Zayed University, and know the
quality of Zayed University, which students collected it, whether they are about to graduate or
graduates, and to identify effective program as it relates to the goals In attributes Zayed University
and the needs of students and the demands of the development plan, and see how accomplished
faculty in full support to achieve a comprehensive quality in Zayed University. Calendar and
successful academic achievement of students depends on the use of multiple measures to evaluate
the program in Zayed University, offers students, their parents, and the management of the
educational feedback, and helps to achieve improvement in performance and quality. Note that the
Foundation can implement within Zayed University academic achievement for students evaluate
a plan by answering the following questions: what degree Zayed University explained that the plan
is linked to its goals and objectives for student learning and academic achievement? What
institution is evidence that the faculty has been involved in the development of the organization
plan and that the concept of the plan is known at the enterprise level entirely? The plan describes
how the possibility that calendar program to improve the organization when implemented? Is the
timeline for the program Calendar appropriate? Realistic? What is the evidence that the plan
provides appropriate management program calendar?
Quality Control at Zayed University:
The concept of quality control: the development of the concept of quality control from the
inspection of products and control processes and the discovery of errors and correct them to a new
concept based on preventing errors and avoid production of defective outputs or do not meet the
wishes of beneficiaries. The emergence of this new concept of quality control to three factors are:
the high cost of modern production techniques, which results in the error in production a great
waste of money. The sharp competition between the producer of the commodity, which makes it
difficult to gain the trust of the beneficiary and meet his needs. Adopting international and
international standards (ISO) to ensure the quality of its products and conforming to international

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and local standards, attracting many beneficiaries. This concept indicates that quality control is "a
set of programs and procedures to ensure that production processes, programs and systems will
necessarily result in the provision of services or products that conform to local or global quality
standards."
In the light of this new concept, quality control processes have become a means of ensuring that
management, production and development are carried out in accordance with approved plans, that
management leads the quality control process and that the organization and each individual is
responsible for achieving quality and continuous development. To win the confidence of
beneficiaries and those quality control standards are achieved in the production tools, programs
and raw materials.
Quality Control Mechanisms: Many scientists and researchers have conducted several studies
on how to evaluate the quality level through the components of the system. They used various
criteria and indicators in the evaluation process, including the use of three quality assessment
criteria (organizational standard, internal operations standard, the results). Scientists have also
described quality control mechanisms (ISO9000) in four key areas (personnel leadership and
management, operations management, system quality management, and support and development
management.)
Quality control of Zayed University: Quality control is important because it is more important
in education and systems in Zayed University because of the high cost of Zayed University in the
light of global inflation, poor quality of some outputs in Zayed University, and poor correlation
with the labor market, development rates and the ability of society to achieve its ambitions and
objectives. The quality of Zayed University is a means of ensuring that in Zayed University
process, educational administration, teacher and administrative training, and educational
development at the In Zayed University are all in accordance with approved plans and standards.
Therefore, some researchers believe that the achievement of the overall quality of education should
be in the framework of a philosophy that includes the following principles: leadership of
educational management to control the quality of evaluation in order to provide distinguished
services. The responsibility of each member of Zayed University for achieving the overall quality
of education in his / her field. Functioning is based on preventing errors. Adopting standard
performance standards and verifying their performance. Gain the trust of the beneficiaries of the

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In Zayed University by improving its quality. Paying attention to the training of the training and
administrative body. Adopts a follow-up system to implement educational development and
renewal procedures. Reinforcing affiliation with the in Zayed University and loyalty to the Zayed
University profession.
Benefits of Quality Control at Zayed University:
Zayed University's quality control achieves a number of goals and benefits, most notably the
following:
In Zayed University direct review of direct and indirect long-term and short-term outcomes with
individual and social impacts that reflect a range of behavioral and personal changes the student
has values, loyalty, belonging, motivation, achievement and self-fulfillment. In addition to the
indirect cultural, economic, technical, social and political changes that Zayed University makes in
the community through the formation of its members, it influences the level of its progress and the
extent of its preparation. The discovery of rings of waste and its various types of waste of financial
and human waste and waste time, and estimate their rates and their impact on the efficiency of
Zayed University internal and external.
Develop Zayed University by evaluating the in Zayed University system and diagnosing
deficiencies in inputs, processes, and outputs, so that the calendar becomes a real development and
actual control of quality in service.
The United Arab Emirates has its religious, linguistic, economic and social characteristics, its
affiliation with the Arab and Islamic blocs, and its keenness to adopt the products of modern
civilizational developments and its keenness in spreading the public university in its different areas
and directing it to the application of the total quality in Zayed University for excellence and
excellence and raising the levels of internal and external efficiency of their systems in Zayed
University.
Total quality areas include all inputs, processes and outputs of the in Zayed University system.
One of the points out that the main focus of Zayed University's overall quality control includes the
quality of Zayed University, regulations and legislation, school buildings and equipment, student
achievement, quality of teaching methods, textbooks, adequacy of financial resources, efficiency
of Zayed University administrative body, and quality performance appraisal.
However, I focus on areas of application of total quality at Zayed University in three dimensions:

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  Identifying the needs of students and parents.
 Organization Structure in Zayed University.
 The administrative philosophy of the institution in Zayed University.
 By reading the literature of administrative and pedagogical thought, it is clear that there are
three core areas that Zayed University quality application model focuses on: Customer
interests (students and their parents).
 Education.
 Educational Leadership.
The following areas are discussed in some detail by the researcher as the most important areas
addressed by the application of the overall quality of education. Attention to customer desires:
In Zayed University beneficiaries meet employees, and Zayed University's keenness to identify
and meet their needs is one of the cornerstones of system for the implementation of total quality.
One of I believes that meeting the needs of clients in any institution - and in the case of Zayed
University - requires answering the following questions: Who are the real customers of Zayed
University? Are the methods used to measure performance appropriate? Are new educational
procedures needed?
In the light of TQM philosophy, there are two groups of customers: the first includes external
customers who use the company's products and services, and the other includes internal customers
who use products and services that come from other departments or units within the organization.
In Zayed University, the first group represents parents and other business representatives and
government officials in the field of production and services. It also represents students,
administration, department heads, in Zayed University. This requires the establishment of strong
relationships with all sectors that can affect the ability to meet the needs of these internal and
external customers through the following: Personal interviews between in Zayed University
service providers and their beneficiaries.
Effective listening to performance and criticism of the system in Zayed University.
Brainstorming to extrapolate the possibilities and expected changes.
Social Survey to analyze public opinion trends.
Although some educators have thought that meeting customer concerns is easy, it is a complex
process. If an organization persuades people to use its services or products is an important process,

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it is more important and more difficult for the organization to maintain that people continue to use
their products and services, in order for this to occur, the organization must identify the customer
and act in the light of Zayed University requires to apply the quality standards and systems in the
process of Zayed University in terms of the efficiency of its programs, improve the methods of
teaching and diversity, and update the sources of information and techniques, and activate the
activities of the classroom and non-descriptive, and strengthen the relationship among students,
teachers, administration, and parents Zayd University: Zayed University is continuously working
to expand its ability to conceptualize the future in the context of the variables and challenges facing
its community, enhancing students' understanding of the world around them and helping them
adapt to their circumstances. Moreover, its contribution to building the progress of the society and
its civilization. "I believe that three components must be made available to Zayed University as a
learning organization: In Zayed University, there must be a change in minds.
The learning institution should have an innovative approach that encourages students to take the
initiative to deal with situations instead of waiting for them to happen and reacting to them in a
reactionary manner.
The institution should be oriented towards System Thinking education.
The principles of TQM are an important foundation for Zayed University's implementation
standards and systems.
This is done by:
 Understanding the Zayed University message clearly and optimizing the output models
(expected student profiles).
 Apply the best methods of Zayed University and teach it systematically.
 Continuous development of the educational institution's inputs, processes and outputs to
conform to international standards.
 Forming a board of directors for the total quality and defining its competencies.
 Training staff at Zayed University and the administration to develop quality systems
control their effectiveness and ensure their continuity.
Activating Educational Leadership: Educational leadership is an important component of the
implementation of the overall quality of Zayed University. Lack of leadership is a major obstacle
to the successful application of systems management and leadership from complex management

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issues. In addition, the intensity of both theoretical and practical aspects, which helped to
crystallize many of the leadership's views, models and patterns, some of which are linked to Zayed
University's classical management and others are linked to modern and contemporary Zayed
University management in administrative thought, including TQM. This requires the managers of
Zayed University and the directors of the departments at Zayed University to expand their
participation in decision-making, overall quality control at Zayed University, incentive
organization, and student empowerment support improve their performance, provide professional
development for teachers and administrators, and integrate the overall quality program into the
strategies adopted by Zayed University.
The application of the overall quality of Zayed University requires the educational administration
to exploit the specific financial resources in the best use, rationalize and diversify sources of
funding, so that the beneficiaries of Zayed University services to finance and develop these
services.
In the light of these indicators associated with the introduction of standards and systems of total
quality in Zayed University, I suggests the following recommendations:
 In Zayed University systems should carefully study the concepts, philosophies and models
of the overall quality and then adopt the most appropriate for the application in Zayed
University.
 To encourage educational leaders in Zayed University to conduct self-assessment.
 To take measures to enable Zayed University to meet the level of achievement in both the
public and private sectors.
 Emphasize the importance of reaching the overall quality standards appropriate for Zayed
University.
 Develop a broad outline of Zayed University practices that include quality, efficiency,
proficiency and excellence.

References:
 http://www.zu.ac.ae/main/en/news/2013/June/AACSB.aspx
 http://www.huffingtonpost.com/sean-slade/what-do-we-mean-by-a-qual_b_9284130.html

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 https://www.slideshare.net/Sabali5015/quality-education-42593835
 https://www.oecd.org/education/school/50293148.pdf
 http://gulfnews.com/culture/education/why-quality-education-matters-1.1221277
 http://www.edqual.org/publications/workingpaper/edqualwp3.pdf/at_download/file.pdf
 http://asq.org/education/why-quality/overview.html
 https://www.unicef.org/education/files/QualityEducation.PDF
 http://educateachild.org/explore/barriers-to-education/quality

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