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

Juan José Tarí (Department of Business Management, University of Alicante, Alicante, Spain)
Susana de Juana‐Espinosa (Department of Business Management, University of Alicante, Alicante, Spain)

The TQM Magazine

ISSN: 0954-478X

Article publication date: 9 October 2007

3839

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

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