Planning for Higher Education Journal

Born out of a belief that higher education must improve its delivery of service, the School of Education and Human Services at Oakland University initiated and implemented a quality system. To better respond to market need, this initiative focused on current behavior and the future needs of the students, faculty, and school-at-large. This article reports the steps taken, lessons learned, and recommendations developed for implementing a quality initiative process successfully within a university culture. The outcome of this process was the creation of a template that can be used by other units in higher education.

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