APPLYING THE EFQM EXCELLENCE MODEL AT THE GERMAN STUDY LINE WITH FOCUS ON THE CRITERION

Abstract

This article presents a stage of the implementation process of the EFQM Model in a higher education institution, namely at the German study line within the Faculty of Economics and Business Administration, “Babeș - Bolyai” University, Cluj –Napoca. Actually, designing this model for the higher education sector means highlighting the basis for the implementation of a Total Quality Management model, seen as a holistic dimension for the perception of quality in an organization. By means of the EFQM method, the authors try to identify the performance degree of the criterion ,,Customer Results”, related to the students’ satisfaction level. The students are seen as primary customers of the higher education sector and have an essential role in defining the quality dimensions. On the one hand, the customers of the higher education sector can surface the status quo of the quality in the institution and on the other hand they can improve the quality. Actually, the continuous improvement of quality is highly linked to performance. From this point of view, the European Foundation for Quality Management model is a practical tool in order to support the analysis of the opportunities within higher education institutions. Therefore, this model offers a customer focused approach, because many higher education institutions consider the students to be the heart of teaching and researching. Further, the fundamental concepts are defined and the focus is pointed in the direction of customer approach, which highlight the idea that excellence is creating added value for customers. Anticipating and identifying the current and the future needs of the students by developing a balanced range of relevant dimensions and indicators means taking an appropriate action based on the holistic view of quality in an organization. Focusing and understanding students’ and other customers’ requirements, their needs and expectations, follows the idea that performance can be achieved by involving people in the continuous development of the process, they work in.

Keywords

• EFQM Model, Higher Education Sector, Performance Degree, Satisfaction, Customer Results