The emergence of Total Quality as a distinct field of study is of rather recent
origin, which has made a significant impact on the institutions as well as nations
worldwide. Attaining it is a big achievement, but it is just the start. Under the era
of liberalisation, privatisation and globalisation (LPG), the role of the government
in financing higher education is decreasing gradually. As a result of this policy, a
number of private colleges/universities have opened to cater to the needs of target
customers. As per the norms of WTO, higher education is treated as a commodity,
so product-mix decisions are crucial. The institutions for higher education have
to consider suitable HR strategies, to gain competitive advantages for long-term
benefit... QIP, IQC and other similar systems are introduced to enhance the overall
quality of services. Therefore, a customisation approach to both—internal and
external customers— will work in getting competitive advantages. However, the
main lacuna is academic leadership, which needs to be addressed through
total quality approach for rationalisation.

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