QUALITY MANAGEMENT SYSTEM OF ŠIAULIAI UNIVERSITY

Quality management system (QMA) is one of the most important things in universities' services because it shows how well higher education institution is able to serve clients and to satisfy their needs. The main idea is that client is not only student – it is also social partners and society itself as receiver of services. According to this, CAF model is very popular among public administration institutions. This mentioned model explains that institution should have quality management system that serves for three heterogonous clients – students, employees and society through enablers and results. Institution undertakes to fulfill requirements – to do evaluation of institution's activities according to CAF nine criteria and 28 sub-criteria: to write marks, comments, strong and weak areas of services and to prepare developmental plan for next two years according to results and priorities. Šiauliai university also prefers to use CAF model and ISO 9001-2008 standard for improvement of services. There was already created conception of QMS that contains philosophical assumptions how people should understand system in this organization. The main conception is culture of dialog that explains the aim to communicate with different academic community – to be opened-minded with leaders and students, with stakeholders and social partners. Also, institution aims to be life-long learning organization which inspires to study, to accept clients' needs and to be exclusive from other institutions. Šiauliai University has QMS model with two main processes (strategic management and quality management), two main processes (science / art and studies) and additional processes (human resources, material, financial, documentation, project, infrastructure and etc.). This model explains how processes are divided and in quality manual there are written all responsibilities and quality indicators for each processes and sub-processes.