Abstract
Various models for pursuing TQM are emerging on college and university campuses. Most models and TQM gurus insist on a top down approach for TQM to succeed in transforming an organization. This paper explores the experiences in an organization in which TQM devotees pursue the principles and concepts in their own sphere of influence but without official sanction or resistance from the top. Information technology is part of the guerrilla movement.Almost by definition, information technology (IT) organizations are accustomed to being change agents in their institutions since they constantly cope with changing and improved technology. Since most all units in an educational institution are touched by information technology whether it be computing, telephones, or other services, IT can play a key role in transforming an institution into a total quality environment. This paper shares experiences of an IT organization and how it demonstrates the possibilities of TQM through customer focus and reliable, responsive services.