ABSTRACT
When people discuss the problems with higher education, they normally focus on its high cost, which is a significant problem. However, a focus on cost may cause people to miss the fact that high cost contributes to other important problems such as limiting access, increasing dropout rate, and extending completion time. This chapter describes the root causes of the problems and discusses the links between the causes and the problems. Without an accurate appreciation of customer's needs and expectations, it is difficult to identify the root causes and to understand how these causes created the underlying problems. Any root cause that increases cost also reduces access because high cost is a barrier to potential applicants from low- and moderate-income families. Any root cause that increases cost also increases completion time because high cost may force students to take fewer courses per term or leave school for a term to make money.
