Linking Human Capital Analytics to Total Quality Management Practices in Higher Education Institutions

Abstract

Precise measurement of quality and performance indicators is paramount for undertaking organizational monitoring and controlling functions. Higher education institutions are no exception, when it comes to the need of measuring and calibrating performance in view of set goals and standards. In this regard, the notion of total quality management encapsulates all the key aspects of quality that are worth measuring in higher education institutions. From customer/student satisfaction to employee involvement, from leadership commitment to infrastructure, total quality management targets all these and miscellaneous areas for quality check and balance. While most dimensions of total quality management are well aligned with organizational tangible outcomes, certain aspects related to human resource management lack clarity in terms of outcomes. Evidence-based management calls for employment of human capital analytics or people metrics to facilitate accurate and outcome-based assessment of human resource investments. Drawing from literature, this study highlights key dimensions of total quality management in higher education institutions and provides a framework for their measurement with the aid of human capital analytics.