Abstract:

Monitoring customer feedback is extremely important for any modern organization in any field of activity. Therefore, the Voice of the Customer (VOC) is an equally important method for both economic and academic organizations. The paper is a plea for the ease of use by teachers and university management of tools specific to quality management, in order to maintain high educational standards. The collection of data and information was performed from both secondary and primary sources. The main secondary sources were the older studies of the author, carried out in the academic environment, which aimed at improvements in the way of teaching and communication with students in particular and in the education system in general. Research from primary sources was based on the case study method and had as its main investigative technique that of the focus group. The research was carried out in a university with several faculties, two of which are engineering: one in the technical field, the other in the food industry. Although the case studies focused on these two faculties, we appreciate that the methods and tools of quality management offer great opportunities for solving many problems in the faculties of any profile. The main results presented in the paper were the solutions to some problems related to the content of the taught disciplines, stronger motivation of learning and increasing the students' group creativity.

Keywords:

Motivation, quality, management, method, tool.