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EFQM model self‐assessment using a questionnaire approach in university administrative services

EFQM model self‐assessment using a questionnaire approach in university administrative services Purpose – The purpose of this paper is to study the European Foundation for Quality Management (EFQM) model self‐assessment using a questionnaire approach in eight university administrative services. Design/methodology/approach – Case study methodology on eight services provided by a public university in Spain. Findings – The findings show the steps that an administrative service may follow in order to apply the questionnaire approach to self‐assessment in a successful manner. Originality/value – Provides lessons for managers from other universities, or other public sector organisations, who wish to develop an exercise in self‐assessment using a questionnaire approach. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png The TQM Magazine Emerald Publishing

EFQM model self‐assessment using a questionnaire approach in university administrative services

The TQM Magazine , Volume 19 (6): 13 – Oct 9, 2007

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References (39)

Publisher
Emerald Publishing
Copyright
Copyright © 2007 Emerald Group Publishing Limited. All rights reserved.
ISSN
0954-478X
DOI
10.1108/09544780710828449
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to study the European Foundation for Quality Management (EFQM) model self‐assessment using a questionnaire approach in eight university administrative services. Design/methodology/approach – Case study methodology on eight services provided by a public university in Spain. Findings – The findings show the steps that an administrative service may follow in order to apply the questionnaire approach to self‐assessment in a successful manner. Originality/value – Provides lessons for managers from other universities, or other public sector organisations, who wish to develop an exercise in self‐assessment using a questionnaire approach.

Journal

The TQM MagazineEmerald Publishing

Published: Oct 9, 2007

Keywords: Self assessment; European Foundation for Quality Management; Quality management; Higher education; Spain

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