A TQM Study: Integrating the Importance‐Performance and Intra‐Organization Impact Analyses

This study demonstrates the value of employing a TQM perspective in institutions of higher education. Using data collected from a Mid‐Atlantic university,Importance‐Performance Analysis and Intra‐Organizational Impact Analysis are introduced. An integration of the results of the two analyses identifies those areas within the university where cooperative arrangements are necessary to achieve improved performance and customer satisfaction.