Case 3-1 University of Wolverhampton: Becoming an ISO 9000 University Related Web page: www.wlv.ac.uk August 1, 1994, was a red-letter day most Univer- existed a strong desire to provide a "rational sity of Wolverhampton employees will never and documented" system base for the pursuit of forget. That day, the university became the "first total quality in a large-by UK standards-and university in the United Kingdom, and perhaps complex organization. the world, to gain ISO 9000 registration for the The system reflects the activities of the entire organization." The core business of the uni- university. Among the diverse activities and versity is "the design and delivery of learning topics that had to be documented were the experiences with provision for research and con- articles of government, the financial regula- sultancy services." tions, the health and safety requirements, the The British Standards Institute spent four university charter, and many other items. Ulti- days at the university in June 1994 to assess mately, these items were incorporated into the Wolverhampton's systems after which the uni- quality system. For the university, "the quality versity was recommended for registration. This system that works not only defines what you occurred after three days of corporate effort control absolutely, but how you deal with involving the university's quality assurance what controls you." This includes all of the personnel and several staff. This effort was procedures, rules, laws, regulations, permis- undertaken in addition to the normal external sions, and vetoes that exist within a university accreditation programs the university usually system. pursues. The requirement was a great deal of Used correctly, ISO 9000 improves sys- additional work. However, it was believed that tems. However, this does not mean that quality if the internal systems were well documented, is improved, per se. Wolverhampton employees this could actually facilitate working with the believe that the quality of administrative services external accrediting bodies. Thus ISO registra- have improved in serving students and the gen- tion, in the long run, could simplify the lives of eral public. On the teaching and research side, Wolverhampton staff. However, this wasn't the however, no evidence indicates that quality has main objective for pursuing ISO 9000. There improved for this organization.The information-gathering process was in the process. The ISO 9000 system is now rather expensive. It required commitment from open and well known. According to Wolver- the top. Wolverhampton had this commitment. hampton employees, it was well worth the Another important attribute was simply hard- trouble. headed commitment to a goal by those involved Discussion Questions 1. The University of Wolverhampton cites 3. Would ISO registration be a useful tool for benefits relating to ISO 9000. What do you your college or university? Is there anything view as the benefits of ISO 9000 adoption unique about the University of Wolver- and implementation? hampton that would make ISO 9000 more 2. More generally, what are the strengths and useful there? weaknesses of ISO adoption in academic institutions