An EFQM model self‐assessment exercise at a Spanish university Available to Purchase

The purpose of this paper is to study the EFQM model self‐assessment in a Spanish university.

A case study methodology is used based on five services provided by a public university in Spain.

The findings show the steps that one university can follow in order to apply this exercise in a successful manner, its benefits, its obstacles and its key factors such as management and employee commitment, and the support to self‐assessment teams (e.g. training, review).

The paper provides lessons for managers from other universities who wish to develop a self‐assessment exercise.