Similarities and differences between self-assessment approaches in public services in higher education institutions

Juan José Tarí

The Service Industries Journal, 2009, vol. 31, issue 7, 1125-1142

Abstract: The aim of this paper is to examine the European Foundation for Quality Management self-assessment process in order to analyse the similarities and differences between two of the most common self-assessment approaches (questionnaire and workshop). Using a case study methodology, it examines whether the process, the success of this exercise, the difficulties, the benefits and the success factors are the same in these approaches, or whether they are conditioned by the approach chosen. The results show the difficulties, benefits and success factors in workshop and questionnaire approaches and the significant differences between the two approaches. This study is relevant to managers who are faced with making a decision on which approach to self-assessment should be chosen. Managers must select an approach to self-assessment, considering the characteristics and the quality management maturity of the organisation; the level of quality management understanding and the objectives and degree of decentralisation of the self-assessment. Managers should not forget the importance of their commitment in order to promote the process, the need to train team members in order to facilitate self-assessment and the follow-up as a tool to assess the effectiveness of the process.

Date: 2009
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DOI: 10.1080/02642060903295644

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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