International Journal of Quality Innovation
- Volume 4 Issue 2
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- Pages.1-15
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- 2003
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- 1598-2688(pISSN)
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- 2363-7021(eISSN)
Towards a "better" University: the Use of the EFQM Model in a UK Higher Education Institution
- Blackmore, Jacqueline (Faculty Quality Manager, Faculty of Business and Law, Liverpool John Moores University) ;
- Douglas, Alex (Senior Lecturer in Operations Management, Faculty of Business and Law, Liverpool John Moores University)
- Published : 2003.12.01
Abstract
This paper examines the use of the EFQM Model in H.E. Institutions in the UK and offers a case study of how one University used the Excellence Model as a means to change the way it operated. It identifies and discusses the critical success factors for a university utilizing the Model, in particular Leadership (criteria 1), People Management, particularly with regard to performance evaluation (criteria 3), having key processes in place (criteria 5) and the identification of the correct key performance results for its various stakeholders (criteria 9).