Using the European Model of Total Quality Management to assess the Performance of Organizations. Case Study on Educational Services
AbstractImproving quality represents for all organizations and especially for those in services one of the most important strategies for enhancing performance and competitiveness. In the current social and economic context, the evaluation of the performance of organizations must be approached holistically. Performance means a special result, obtained in a certain field, which expresses the quality of the adjustment of the organization to the conditions in the environment. Currently, it is necessary to rethink the whole approach to the ways of evaluating performance. The continuous quest for meeting and even surpassing clients’ expectations, the involvement of all employees in the organization and the permanent improvement of quality represent important dimensions of Total Quality Management (TQM). As any strategy, TQM comprises a series of activities which lead to meeting all the quality objectives, by optimum use of available resources and of the strengths of the organization. The European model of excellence (the EFQM model established by the European Foundation for Quality Management) provides a set of criteria which can be applied to any enterprise and subsidiary so as to assess performance obtained through TQM. The EFQM model represents a non-prescriptive framework which recognizes the existence of numerous different approaches allowing organizations to obtain sustainable excellence. This framework contains basic concepts specific to The European Quality Award (EQA). Our study presents the use of the European model of TQM as a reference point for management and of the improvement of the quality of services rendered by educational organizations, giving practical applicability and utility to the theoretical concepts presented. It proves that by applying the European model of excellence to assess the performance of educational organizations, a real diagnosis can be performed, which contributes to the elaboration of strategies for improving the quality of training and educational services, adapted to the realities of each school.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoArticle provided by Academy of Economic Studies - Bucharest, Romania in its journal The AMFITEATRU ECONOMIC journal.
Volume (Year): 11 (2009)
Issue (Month): 26 (June)
educational services; improving the quality of services; total quality management; assessing performance; the general strategic chart;
Find related papers by JEL classification:
- D23 - Microeconomics - - Production and Organizations - - - Organizational Behavior; Transaction Costs; Property Rights
- I20 - Health, Education, and Welfare - - Education - - - General
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Dinu Vasile, 2007. "Quality management in the academic context," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 9(22), pages 5.-6, June.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Valentin Dumitru).
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.