IMPLEMENTATION OF EFQM MODEL IN A GREEK ENGINEERING HIGHER EDUCATION INSTITUTE: A FRAMEWORK AND A CASE STUDY

One of the most effective strategies evolved over the years that have been successfully used by business organizations is total quality management (TQM). TQM is a systems approach to management that aims to enhance value to customer by designing and continually improving organizational processes and systems. In Europe, the EFQM Excellence Model is one of the most widely used organizational TQM frame works and is based on nine criteria. TQM principles incorporated in to the EFQM model are well established in private sector organization but not in education; only a small number of universities, mainly in U.K. have formally adopted the EFQM model as basis for self-assessment. The gap in relative research publications suggest that further research is require on the adaptation of TQM principles and of the EFQM model in the context of Higher Education. The present paper discusses the adaptation of EFQM model in a Department of a Greek Higher Education Institute (HEI). The nine criteria (enablers and results) were modified in order to reflect the unique characteristics of a HEI (students a customer, teaching and learning, etc). This process is accordance with recent Greek legislation (Law3374/2005) and Europe an initiatives for a European Higher Education Are a (Bologna process and Bergen report). The implementation of this frame work is, in general, successful. Based on this frame work and on external audit by a UK university, a joint post-graduate program as agreed.