Acceso usuarios
Few studies consider the total quality management (TQM) perspective as part of the selection process in order to enhance the service quality of both the process and the selection of competent teachers. The main purpose of this study was to use a case study to identify the critical success factors that enhance service quality in the national teacher selection process in Taiwan. Data were collected from multiple sources including 7 years of archival materials, annual reports and official websites. We also conducted in-depth interviews with successful and unsuccessful job candidates, as well as staff who had hosted the selection within the past 7 years. Our findings reveal seven critical success factors that enhance the service quality of the selection process (SQSP): top management support for the selection process; focus on customer orientation in the selection process; expand the scope of cooperation and participation; provide TQM-oriented training to selectors; make continuous improvements in the process; focus on problem prevention rather than correction; and apply appropriate selection tools as well as quality management tools during the process. Theoretical and practical implications are also discussed.
