TQM goes to school: an effective way of improving school quality

This article reports a case study carried out in four Swedish schools trying to use TQM to improve their operations. Qualitative methods in the form of observation, in‐depth interviews, focus‐group interviews and feed‐back seminars have been used in the study. Specific quality dimensions for the different stakeholders of the schools have been defined. Based on these dimensions, the results of the quality project have been assessed and found to be positive. Reported effects include: a broader and more relevant view of the organisation and its stakeholders which has led to greater job satisfaction, better communication on all levels but especially with parents, increased participation, enhanced co‐operation between different departments as well as on the personal level, improved leadership by the management, more effective and comprehensive evaluations and an increased ability to really implement actions. Lessons on important points when using TQM in this context are also reported.