Preparing Jordanian university services to implement a quality self-assessment methodology

Abstract

The purpose of this article is to analyse the European Foundation for Quality Management (EFQM) self-assessment model in higher education institutions (HEIs) in Spain and in Jordan, and show what Jordanian HEIs have learnt from the Spanish experience. The article uses a case study methodology on eight administrative services provided by a public university in Spain and seven services provided by one public and one private university in Jordan. 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. It provides lessons for decision-makers and managers from other public services in HEIs in Jordan, and other developing countries, who wish to perform an exercise in self-assessment using a questionnaire approach. Points for practitioners The article describes a practical methodology for assessing quality in public services in HEIs. It identifies the steps to implement this methodology in public services in a developed country (Spain) and in a developing country (Jordan) and the lessons learnt by the developing country. The article shows that the concept of quality awards can be adapted to different contexts, although there is a need for modification and careful implementation. The study provides lessons for decision-makers and managers from other public services in HEIs in Jordan, and other developing countries, who wish to perform an exercise in self-assessment using a questionnaire approach.