EFQM model self‐assessment using a questionnaire approach in university administrative services
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.
Keywords
Citation
José Tarí, J. and de Juana‐Espinosa, S. (2007), "EFQM model self‐assessment using a questionnaire approach in university administrative services", The TQM Magazine, Vol. 19 No. 6, pp. 604-616. https://doi.org/10.1108/09544780710828449
Publisher
:Emerald Group Publishing Limited
Copyright © 2007, Emerald Group Publishing Limited