Explorative study on the efficacy of the Total Quality Management System as a performance enhancement instrument: the case of Walter Sisulu University (Eastern Cape Province, Republic of South Africa)

With the advent of a democratic South Africa in 1994, national public administration has effected reforms to improve government performance and service delivery. The importance of education for the development of excellence, expertise and knowledge leading to overall development in economy cannot be undermined. This has necessitated a sound strategy for the development of higher education in South Africa. Establishing leadership in this country is possible only when there is a developed system of higher education in which efficiency remains the sole criteria to evaluate performance. Higher education institutions are faced with an increasing number of complex challenges including implementing and maintaining a quality management system. This study seeks to explore the efficacy of total quality management as the performance enhancement instrument at Walter Sisulu University, in the Eastern Cape Province – South Africa. Relevant literature regarding quality, quality assurance, total quality management and performance management has been reviewed in order to establish and test if this study is researchable. Interviews with students have been conducted in order understand a sense of student perception towards quality assurance in the university. Observations and Staff questionnaires have been used to collect more data on total quality management and performance management system. The data collected is analysed and interpreted in chapter four and chapter five provides for findings and recommendations in concluding this study