Document Type

Closed Project

Publication Date

Spring 2002


Dragan Milosevic

Course Title

Total Quality Management

Course Number

EMGT 560/660


Portland State University -- Computation centers, Computers and education -- Management, Engineering management -- Economic aspects, Technology -- Management


The CIP project targeted customer satisfaction issues at the PSU computer labs. Various areas of improvement were evaluated using interviews, surveys and Delphi analysis system. Cause analysis was done and countermeasures were planned. The plan was implemented and the results measured and compared against the pre-implementation metrics. The plan was then standardized across all the labs. This study has utilized the basic concepts of TQM and CIP process to apply learning to various situations, to target the customers, get management buy-offs and implement CIP plans and gain positive results.


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This project is only available to students, staff, and faculty of Portland State University

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