Preparing Jordanian university services to implement a quality self-assessment methodology
- Sage, mar. 2011
The purpose of this article is to analyse the European Foundation for Quality Management (EFQM) self-assessment model in higher education institutions (HEIs) in Spain and in Jordan, and show what Jordanian HEIs have learnt from the Spanish experience. The article uses a case study methodology on eight administrative services provided by a public university in Spain and seven services provided by one public and one private university in Jordan. 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. It provides lessons for decision-makers and managers from other public services in HEIs in Jordan, and other developing countries, who wish to perform an exercise in self-assessment using a questionnaire approach.
Qualidade Total Serviço Público Autodesenvolvimento Modelo de Gestão