Continuing education is an indispensable aspect of human resource development as the level of education reflects the social development in the economy. Under the new global economic condition education not only provides an opportunity to transform the learning into a successful career, but it also enables the population for continuing employment. There has been an enormous growth of educational institutes as a result of recent expansion of technical education program. An increased student enrollment as well as global competition has created a challenge for the existence of the institutes.

Though the concept of quality initiated in operations and manufacturing processes however, it is now being extensively used in educational organizations. It has been realized that a quality of service is associated with customer satisfaction and it is one of the key points for survival for any organization as it minimizes the various risks associated with an organization. Customer service is viewed in various ways in an institute. Primarily it is seen as an activity within the institution. Secondly, it is seen as an indication of performance level and finally as a philosophy of management. Since education sector is being considered as service sector, they are placing greater emphasis on meeting the needs of the stakeholders. To offer a quality customer service, it is crucial to listen to its stakeholders. The dissatisfaction among the customers may become the cause of risk as dissatisfied customers have a sense of negative feeling. Seven types of risk can be found in the existing literature namely, financial risk, opportunity cost, performance risk, physical risk, psychology risk, social risk and risk associated to time.

This paper provides several contribute. First, it investigates customer satisfaction in education system. By studying the customer satisfaction within the academic process, the paper contributes to emerging trend of customer satisfaction in academic service. To achieve this objective, a rich data set of real world customer satisfaction has been used to draw conclusions about the impact of various academic systems on student’s satisfaction across the institution. Second, it focuses on minimizing various risks by providing an optimum combination of parameters of different academic activities. The risks are being studied and analyzed are financial risk, performance risk, social risk etc.

The study demonstrates the impact of statistical process control (SPC) and Taguchi parameter design to monitor the academic process of the institution and finding an optimum condition of the various parameters involved with the process, which would maximize customer satisfaction across the institution. SPC has been used to reduce the variation and to prevent the performance of the institution from any deterioration. To obtain an optimum combination of various parameters of academic process, an orthogonal array of order 36 is being chosen for the study. The result suggests that this approach may add more value to both academics and practitioners.