A New Framework Based on EFQM to Achieve Continuous Improvement in Higher Education Institutions (HEIs)

ABSTRACT: There is no room for doubt that effort to improve is necessary and inevitable in this fast pace of global changes. The aim of this thesis is to define a new framework to assess the levels of continuous improvement in Industrial Engineering Department of Eastern Mediterranean University as a case study. The thesis suggests that excellence models may be applicable to this department, although there are difficulties to verify the quality in Higher Education Institutions (HEIs). European Foundation for Quality Management (EFQM) excellence model was chosen to be implemented and evaluate the results. Both descriptive and analytical approach was adapted and the relevant data collected through questionnaires based on EFQM standard criteria, and analyzed by using SPSS 22. The questionnaires were distributed to a sample of 94 academic leaders (deans and chairs), staff (lecturers, assistants and administrative personnel) and students. The findings show that achieving excellence in Higher Education Institutions has some differences from business organizations. Furthermore, a new practice that increases management commitment in order to promote the process was suggested. This thesis expands the theoretical literature about continuous improvement in HEIs and offers some practical improvement projects. Keywords: Continuous improvement, Higher Education institutions, EFQM, Management commitment. …………………………………………………………………………………………………………………………