UNIVERSITY OF ECONOMICS AND BUSINESS FACULTY OF BUSINESS ADMINISTRATION APPLICATION OF TOTAL QUALITY MANAGEMENT IN ENGLISH E-LEARNING: CASESTUDYOF STUDYNET JOINT STOCK COMPANY Student’s Name: Nguyen Thi Hang Student ID: 12050041 Intake: QH-2012-E-QTKD Program: International Standard Program Hanoi- May 2016 ACKNOWLEDMENTS In preparing and completing final thesis, I was very lucky to receive numerous support and encouragement from many people. And this is hereby to express my sincere gratitude to them. Initially, I would like to express my deeply appreciation to my supervisor Dr. Nguyen Thi Van Ha, lecturer of Business Administration Faculty — University of Economics and Business, for her consistent availability, guidance and encouragement.
Without her help, I could not build up a good outline and find me the right way to complete the final thesis as my best. Secondly, I would also like to extend a special thanks to Dr. Nguyen Dang Minh for sharing his valuable time and knowledge with our class. I am also greatly grateful to Ms.
Vu Thi Thu Hang and Ms. Dang Huong Thao, the coordinators of strategic mission program for their eagerness and great assistance in order to accomplish this thesis. I also want to thank the members of examining committee in my defense day. I also want to give a special thank to my family and my friends for their support, encouragement and assistant during completing my final thesis.
Lastly, I am appreciative to Faculty of Business and Administration, University of Economic and Business for giving a chance to study as well as unforgettable experience. Thank all of you. Nguyen Thi Hang il TABLE OF CONTENTS ,. i TABLE OF CONTENTS beccssasascesnenecsersoeereeeramepsexeenenenrommerensaen neater il LIST OF ABBREVIATIONG.785 86850588 iv LIST OF PICTURES.ccocscsensnecneencsnnonosenenesnesiditestiunissoessssusenteadavestbasntenesgesdonsanneceesnesennnsn V LIST OF TABLUES.
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Problems related to quality in E-Ï€arning. Applying Total Quality Management principles in E-learning. Zt RESEARCH METHODOLOGY. Ác 1n HH 33 Arle RESCATCH 'DEOG€SŠ xesnnsebrrossneeinCiADi05 01159460950805560521 155 Howe 018.
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Evaluate the thesis by comparing the results with objectives, question. Indicate the limitations and further research.-- --- «sec setsetsserrirrrrerke 57 LIST 9)0895)3)5):95))I0) 5. 59 Ấ\ IP ELIÀLL-)]2ZX<xnhcnuessrtsnrsensoglUeTr0E/DTDEDDESEEHH16đ00390/gH00900i7890I724i19918/TNBGHEHg336/2SG000100530180133998000480.0808 61 IV LIST OF ABBREVIATIONS TQM: Total Quality Management QFD: Quality Function Deployment JSC: Joint Stock Company LIST OF PICTURES Figure 1. 1: PD CA Circle sex is ng sun sev yqnvnesane won nem anti Su dán one gu nen Là 340i 488 con andi hẩng3uggS: amass Figure1.2: Multiple dimensions of quality concept in E-learning.3: The E-learning Model.
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cà tee cà sọ ce esate ee create cee ee AZ Table 3:3: ServiGe Quality soscasnwsienaaariney/vaniaveinwwies xả G5200 ivan 88818. nasttanaton sna ad Sia 88mg se ssa-S Ổ) TADIE. 3A? USC sxxcses ga ga NE banngphang Han nngagnntsxasab NNS-lRnISESRNlbSSilSh Hil as ER oS Foe wheter se sua se.55 OSCr HS OCHO ilisg sao nan Est hp nhE ng Evã ve 18AIg08108018x6iv3b E8,2ainzkkuSEt án Gạo Auà, 885 dh ascent AD Table 3.6: Net BeneƒfÏ. cà eee nà cee ten SH HH nh ve se se sec cóc các, AD Vil ABSTRACT The need for applying Total Quality Management in e-learning has risen since the use of e-learning has expanded.
Expanding the use of E- learning has put pressure in changing the organization, processes and services in education. More emphasis has to be put on the quality of operations and contents of teaching and learning, online learning materials and pedagogic and technical support services for e-learning. The purpose of this thesis is to providing fundamental knowledge of TQM and model to applying TQM in E-learning process of Studynet Joint Stock Company by identifying problem relating quality of E-learning process in the studied company and then making some useful suggestions for this company to improve their current process. Using deductive approach, the qualitative research method, and the in-depth interview will help the author find out the quality problems and also suggest solutions Key words: Total Quality Management, E-learning, Suggested model, INTRODUCTION 1.
The significance of thesis. Education has recently reformed with the technological development and exploitations. In the traditional way, teachers and students used to face to face each other in a real class. It is now being replaced gradually by online class where the teachers can deliver their lectures and lessons to their students through Internet.
It seems to be more convenient and effective. This new teaching method has been applied in colleges, universities over the world such as: Harvard University, Cambridge University and Singapore National University. More than that, many business start —ups take their ideas from providing online teaching service. There are not any signs that E-learning is slowing down.
In fact, more and more organizations, universities, institutions, corporations are turning into E-learning due to its convenience and effectiveness. Here are several statistics about E-learning market. The global eLearning Market is expected to reach $107 billion by 2015 [1]. The global self-paced eLearning market reached $32.1 billion in revenue in 2010 [2], with a five year compound annual growth rate of approximately 9.
This means that the self- paced eLearning market should see estimated revenues of $49. It seems to be attractive for startup in E-learning industry. In Vietnam, the e-learning market has grown for 5 years recently, and is attracting the attention of investors. It is considered a potential market for start up to join and compete because this market is new and promising.
According to investors, thank to the deep and rapid integration in a range of field, Vietnam is said to be a developing environment for e-learning potentially. In the survey in March, 2014, Vietnam is one of the countries that have the highest growth rate in e-learning market with 46%. The most popular e-learning fields are online English learning and entrance exam review. Furthermore, Vietnamese people play big attention in education.
Annual report shows h5 that expenditure for education account for 20 % of government budget and 47% expense of the Vietnamese is spent on education, according to Taylor Nelson’s market research. Another factor affecting e-learning market is that number of Internet users is about from 37 million to 40 million and they spend 2 hours per day on accessing Internet that make up 31.5 % of media using time. More than that, this rate has an increasing trend. This is a great opportunity to develop the online business Back to case of Studynet JSC, it began as startup when they saw the potential of e- learning service.
The main business portfolio is to provide the online English learning service with foreign teachers through Skype for all ages In academic environment, the customers are learners. Fulfilling their expectation is a key way that makes customer satisfied in service organization like e-learning. Successful companies understand the powerful impact of customer-defined quality can have on business. For this reason, many competitive firms continually increase their quality standards.
For example, both the Ford Motor Company and the Honda Motor Company have recently announced that making customer satisfaction is their number one priority. For example, the slow economy of 2003 impacted sales in the auto industry. Both firms believe that the way to rebound is through improvements in quality, and each has outlined specific changes to their operations. Ford focused on tightening current strict standards in their production process and implementing a quality program called Six-Sigma.
Honda, on the other hand, is focused on improving customer-driven product design. Although both firms have been leaders in implementing high quality standards, they believe that customer satisfaction is still what matters most [4] Case of Study Joint Stock Company is chosen to research for this thesis. In current situation, Studynet JSC is encountering several problems relating quality in E-learning G3 process, which creates barrier to gain the customer’s satisfaction and lower customer retention rate. This reduces Studynet’s competition in comparing with other rivalries.
So, how can Studynet JSC achieve the customer’s satisfaction, boost the profitability and become the leaders in English e-learning service. The answers for this question can be found in the study. This research aims to explain the strategic application of quality management in English e-learning in Studynet Joint Stock Company. It looks for solution of how the company will achieve strategic objectives and satisfy the customers through improving quality management of English E-learning.
It will help the firm to recognize the importance of applying total quality management 3. This study focuses on two objects including TQM and E-learning.