Quality Management in the Midst of Chaos: the case for strategic management in the international office

Abstract

Management of an international relations or international programmes office differs from that of other university offices in that it adds the need to deal with multicultural factors such as differences in language, culture, customs, university structure, procedures, grading systems, legal systems, value systems and non‐verbal means of communication. These factors require the International Relations Manager to have a wide‐based cultural background (which implies extensive reading, travel and work with international partners) as well as enormous diplomatic tact and flexibility. The external pressures on the university's international office are examined and specific strategic planning objectives, as they apply to this office in a European context, are suggested. Quality management techniques are explored. These can be implemented to ensure the smooth and efficient operation of the international office.