Document Type


Publication Date

Winter 2022


Liliya Hogaboam

Course Title

Total Quality Management

Course Number

ETM 560


Total quality management, Decision making, Technology -- Management


The COVID-19 pandemic has changed the face of education forever. Though the educational system has seamlessly transitioned from the traditional physical classroom teaching to the digital teaching setup, there are certain barriers faced by students and faculty that affect the quality of digital learning. The aim of this paper is to identify key quality issues in the digital learning platforms used in current online education system from the perspective of students. The research is based on literature review, and responses to a structured questionnaire along with semi-structured interviews. The research shows that majority of the students are satisfied with their digital learning experience on a high level, but they face some key challenges especially in the areas of platform interface and course assessment. The student responses received were analyzed and a list of viable solutions have been recommended to address these challenges. The recommendations are based on the Continuous Process Improvement methodology of Total Quality Management. In future, the study may be extended to a wider set of students from different demographic groups. There is also a scope to evaluate these digital learning platforms from the perspective of faculty and teaching staff.


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