THE SELF-ASSESSMENT PROCESS IN UNIVERSITY ADMINISTRATIVE SERVICES

SUMMARY The purpose of this paper is to identify the results of an European Foundation for Quality Management (EFQM) self-assessment model. A case study methodology is used based on 10 university administrative services provided by a public university in Spain. The findings show the steps that administrative services can follow in order to apply this exercise in a successful manner, and the results of this process (strengths, weaknesses and improvement actions). It provides lessons for managers from other universities who wish to develop a self-assessment exercise.

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