Total quality management principles are not new to student affairs professionals, nor is the term customer. Student affairs professionals, however, must become more knowledgeable about the comprehensive nature of TQM and how to apply its principles to functional work areas in student affairs divisions. Since the late 1980s, many academic institutions have sought to implement TQM either as a comprehensive campus agenda or within selected campus administrative units. Currently, higher education is in an era of intense public examination. As always, educational leaders must be good stewards of public funding and must constantly look for more efficient and effective ways of doing their work. This volume attempts to provide balanced coverage of information for student affairs professionals regarding TQM and to sensitize them to issues surrounding its use. It also provides examples of the application of TQM principles and techniques in student affairs settings. This is the 76th issue of the journal New Directions for Student Services.