Total quality management in higher education: A two-level assessment

Abstract

An assessment of the EFQM Excellence Model was conducted at universities in Greece to evaluate staff perceptions of their university as a whole and its individual departments. The study aimed to identify strengths and areas for improvement and to promote a quality culture within universities. The assessment focused on the functioning of institutions according to the criteria set by the European Foundation for Quality Management (EFQM) Excellence Model, which emphasizes self-assessment, continuous improvement, more effective and efficient operation of all services, and stakeholder satisfaction. Data were collected through quantitative research using questionnaires and analyzed to understand staff perceptions of university operations based on the principles of Total Quality Management and the criteria of the EFQM Model. The findings revealed that university staff expressed greater satisfaction with their departments compared to the university as a whole, particularly in the areas of People, Partnerships and Resources, and Processes-Products-Services. The education level of staff significantly influenced their satisfaction with university operations. Additionally, perceptions of Processes-Products-Services and Social Outcomes were related to demographic characteristics such as job position and the specific university where the staff were employed.