USING TQM AND ISO 9000 PRINCIPLES IN ASSURING EDUCATION SERVICE QUALITY

This paper describes Riga Aviation University's (Latvia) movement from a strongly regulated and controlled professional education program to a system of contract relations with students as Education Service customers. This period demanded, first, a study of students' demands, requirements and issues, and the development of interrelation methods based on Total Quality Management, and, second, the building of a University Quality Assurance System according to ISO 9000 standards.