EFQM model self‐assessment using a questionnaire approach in university administrative services

The purpose of this paper is to study the European Foundation for Quality Management (EFQM) model self‐assessment using a questionnaire approach in eight university administrative services.

Case study methodology on eight services provided by a public university in Spain.

The findings show the steps that an administrative service may follow in order to apply the questionnaire approach to self‐assessment in a successful manner.

Provides lessons for managers from other universities, or other public sector organisations, who wish to develop an exercise in self‐assessment using a questionnaire approach.