Formulation of a quality policy and quality objectives at a Latin American university
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Abstract
“Quality” is something that concerns everyone who purchases a product or makes use of a service from an institution. There
is no difference in the field of higher education. “Quality” higher education is a service which demand is constantly growing.
One of the paths to achieve quality within a higher education institution is the generation of a Quality Policy and Quality
Objectives. This work shows the entire process that the Salesian Polytechnic University has executed in order to obtain the
instruments that are necessary to effectively generate its Quality Policy and Quality Objectives, through the use of the Quality
Function Deployment (QFD) methodology. It has been concluded that the methodology we have applied has allowed us to
clearly identify the needs that the clients require to satisfy most recurrently, as well as the institutional characteristics and the
processes that must be improved and created.
Keywords: Quality policy; quality objectives; QFD; UPS.
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