One of the major tenets of Total Quality Management (TQM) is that organizations need to adopt a strong customer focus. At El Camino College (ECC) in Torrance, California, a matrix was developed to identify and describe ECC's direct and indirect internal and external customers. ECC then applied Quality Function Deployment (QFD), a strategic tool…

This paper describes the development, validation, and research application of the Computer-Delivered Instruction Configuration Matrix (CDICM), an instrument for evaluating the implementation of Integrated Learning Systems (ILS). The CDICM consists of a 15-item checklist, describing the major components of implementation of ILS technology, to be…