Purpose. While educators impart FMEA instruction, its practical implementation within the educational sector remains limited. This study investigates the application of FMEA within higher education institutions. Implementing FMEA in these institutions is difficult due to statutory requirements, schedule restrictions, and stakeholder participation challenges. Moreover, higher education institutions struggle with preserving education quality, faculty training, and resource management, complicating organised methods such as FMEA. Design/methodology/approach. This research conducted a global survey to identify the critical success factors, benefits, and common challenges in using FMEA in the higher education sector. Findings. The outcomes highlighted that lack of awareness regarding the tools’ benefits is the primary barrier to FMEA implementation. However, respondents perceive that FMEA can improve process reliability and quality in higher education institutions. Further, the analyses found that knowledge about the FMEA tools is the prime critical success factor, and the lack of time due to other priorities in the organisation is a significant challenge in tapping the potential of FMEA. Research limitations/implications. A limitation of the study is the relatively low number of HEIs surveyed globally. Further, the study provides a broad perspective rather than a focused study on one HEI. Practical implications. This study addresses this gap by exploring the potential benefits, challenges, and factors associated with the successful adoption of FMEA in academic settings. Using this information, HEIs can become more successful in applying FMEA. Originality/value. This study is unique in its exploration of the application of FMEA with higher education institutions for service quality improvement.
Zulfiqar, MaryamBhat, ShreerangaSony, Michael Salentijn, WillemSwarnakar, VikasAntony, JijuCudney, ElizabethFurterer, SandraMcDermott, OliviaJayaraman, RajaFoster, Monika
Oxford Brookes Business School
Year of publication: 2024Date of RADAR deposit: 2024-05-31