ABSTRACT
This chapter engages with the management issues in open and distance learning (ODL) and concentrates on those relating to the delivery of services to students. The chapter attempts, following Paul (1990) and Rumble (1992), to identify those which are specific to the ODL context rather than addressing management issues in general. The chapter also attempts to do this in a practical rather than abstract way. To begin with, there are a number of issues which deserve particular attention. These are:
• Distance education represents substantially an industrialized process of teaching and learning, and support to students is conceived within the framework of a service industry (Sewart, 1993).
