Measuring universities against the European Quality Award criteria

Abstract

Can TQM concepts work in a university setting? The answer is yes. True, a university is different from a 'normal' business, but that has not too much impact on the applicability of TQM. When looking at the self-appraisal model of the European Quality Award, which is one of the most comprehensive TQM models in the world, the authors show that each of the criteria and sub-criteria may fit universities as well as companies. Numerous examples for each of the appraisal subjects are presented, demonstrating possibilities and aspects of TQM in a higher education institution with both academic administration areas involved.