Total Quality Management (TQM), European Foundation Quality Management (EFQM) model, Higher education, Hellenic School of Judges (HSJ)

The adoption of a Total Quality Management (TQM) Model could improve many of the administrative structures of public services. The means for quality improvement is based on quantitative features. The European Foundation Quality Management (EFQM) model is an important instrument for achieving organizational excellence, which is mainly based on self-assessment, benchmarking and continuous improvement that aims to improve the efficiency and quality of services.  The main objective of the proposed study is to demonstrate the importance of adopting a model based on the principles of TQM in the area of Higher Education and particularly the Hellenic School of Judges (HSJ). Primary research data have been collected through interviews of the administrative and educational staff of the HSJ. The measured variables of the TQM elements, Descriptive statistics and correlation analysis have been applied to define the TQM elements mostly used and the results achieved by the HSJ.  The contribution of this study lies in the investigation of several interrelationships between some significant variables that exist in HEIs, with the help of EFQM model. By examining thoroughly and understanding those interrelationships, it is acknowledged that is helpful to deploy appropriate tools in the future, in order HE institutions to achieve excellence.

• Abbot P. (2000). Assuring Academic Standards and Quality in Higher Education-The UK Experience. In Staples, W. & Strikanthan, G. (eds), The Transactions of the 21st International Conference on Assessing Quality in Higher Education, June 28-30, RMIT, Melbourne, Australia. 
• Altbach P.G. (2000). The Deterioration of the Academic Estate: International Patterns of Academic Work. In Altbach, P.g.(ed), The Changing Academic Workplace: Comparative Perspectives, Centre for International Higher Education Lynch school of Education, Boston College, Massachusetts, pp. 11-34. 
• Ardi, R., Hidayatno, A. and Yuri M. Zagloel, T. (2012). Investigating relationships among quality dimensions in higher education. Quality Assurance in Education, 20(4), pp.408428. 
• Armstrong, G. & Kotler, P. (2015). Marketing: An Introduction (12th edition). Pearson, pp. 230. 
• Badri, M.A., Selim, H., Alshare, K., Grandon, E.E., Younis, H. and Abdulla, M. (2006). The baldrige education criteria for performance excellence framework: empirical test and validation, International Journal of Quality & Reliability Management, 23(9), pp. 11181157. 
• Belias, D., Koustelios, A., Varsanis, K., Kyriakou, D., Sdrolias, L. (2017). Integrating Total Quality Management Philosophy in Greek Higher Educational Institutions, in: Strategic Innovative Marketing, Springer Proceedings in Business and Economics. Springer, Cham, pp. 85–90.  
• Birnbaum, R. (2000). Management fads in higher education. Where they come from, what they do, why they fail. San Francisco: The Jossey – Bass Higher and Adult Education Series.  
• Bou ‐ Llusar, J.C; Escrig‐Tena, Α.Β.; Roca‐Puig, V. and Beltrán‐Martín, I. (2005). To what extent do enablers explain results in the EFQM excellence model? An empirical study, International Journal of Quality & Reliability Management, 22(4), pp. 337-353. 
• Bou-Llusar, J., Escrig-Tena, A., Roca-Puig, V. and Beltrán-Martín, I. (2009). An empirical assessment of the EFQM Excellence Model: Evaluation as a TQM framework relative to the MBNQA Model. Journal of Operations Management, 27(1), pp.1-22. 
• Bounds B., Yorks L., Adams M. & Ranney G. (1994). Beyond Total Quality Management: Toward the Emerging Paradigm. Mc Graw – Hill, Singapore. 
• Bryman, A. and Bell, E. (2015). Business Research methods. Oxford: Oxford University Press. 
• Calvo-Mora, A., & Criado, F. (2005). Análisis de la validez del modelo europeo de excelencia para la gestión de la calidad en instituciones universitarias: un enfoque directivo. Revista Europea de Dirección y Economía de la Empresa, 14(3), pp. 41–58. 
• Calvo-Mora, A., Leal, A. and Roldán, J. (2005). Relationships between the EFQM model criteria: a study in Spanish universities. Total Quality Management & Business Excellence, 16(6), pp.741-770. 
• Calvo‐Mora, A., Leal, A. and Roldán, J. (2006). Using enablers of the EFQM model to manage institutions of higher education. Quality Assurance in Education, 14(2), pp. 99122.   
• Calvo-Mora, A., Ruiz-Moreno, C., Picón-Berjoyo, A. and Cauzo-Bottala, L. (2014). Mediation effect of TQM technical factors in excellence management systems. Journal of Business Research, 67(5), pp.769-774. 
• Campatelli, G., Citti, P., & Meneghin, A. (2011). Development of a simplified approach based on the EFQM model and Six Sigma for the implementation of TQM principles in a university administration. Total Quality Management & Business Excellence, 22(7), pp. 691–704. 
• Collis, J., & Hussey, R. (2003). Business research: A practical guide for undergraduate and postgraduate students (2nd ed.). Houndmills, Basingstoke, Hampshire; New York: Palgrave Macmillan. 
• Cruickshank, M. (2003). Total quality management in the higher education sector: a literature review from an international and Australian perspective. Total Quality Management and Business Excellence, 14(10), pp. 1159-1167. 
• Dahlgaard J. & Dahlgaard - Park S. M. (2006). Lean Production, six sigma quality, TQM and company culture. The TQM Magazine, 18(3), pp. 263-281. 
• Dahlgaard-Park, S.M. (2008). Reviewing the European excellence model from a management control view, The TQM Journal, 20(2), pp. 98-119. 
• Dale, B.G., 2003. Managing Quality, 4th ed. Blackwell Publishers, Oxford. 
• De Vaus, D. (2002) Surveys in Social Research. Edition: 5th.St. Leonards, NSW 
• Dillman, D. A. (2007) Mail and internet surveys - the tailored design method, 2nd ed. New York. Wiley. 
• Doeleman, H. J., Have, S., & Ahaus, C. T. B. (2014). Empirical evidence on applying the European foundation for quality management excellence model, a literature review. Total Quality Management, 25(5), pp. 439–460. 
• Dumond, E.J. and Johnson, T.W. (2013), “Managing university business educational quality: ISO or AACSB?”, Quality Assurance in Education, 21(2), pp. 127-144. 
• Edwards M.E., Tovar M. & Sanchez-Ruiz L.Z. (2009). Strengths and obstacles for quality assurance in the European Education Area: The Spanish casa. 
• Eriksson, H., Garvare, R., 2005. Organisational performance improvement through quality award process participation. International Journal of Quality & Reliability Management, 22 (9), pp. 894–912. 
• Eskildsen, J., Kristensen, K. and Juhl, H.J. (2000), “The causal structure of the EFQM excellence model”, MAAOE Conference Proceedings, Estes Park, CO. 
• Evans, J.R. (1997), “Critical linkages in the Baldrige award criteria: research models and educational challenges”, Quality Management Journal, 5(1), pp. 13-30. 
• Evans J. P. & Lindsay W. M. (1999). The Management and Control of Quality, 4th edition, South – Western College Publishing, Ohio.  
• Fissher, O., Nijhof, A., 2005. Implications of business ethics for quality management. The TQM Magazine, 17(2), pp. 150–160. 
• García-Bernal, J., Gargallo-Castel, A., Pastor-Agustín, G. and Ramírez-Alesón, M. (2004). Total Quality Management in Firms: Evidence from Spain. Quality Management Journal, 11(3), pp.20-34. 
• Gómez Gómez, J., Martínez Costa, M. and Martínez Lorente, Á. (2011). A critical evaluation of the EFQM model. International Journal of Quality & Reliability Management, 28(5), pp.484-502. 
• Gómez, J., Martínez Costa, M. and Martínez Lorente, A. (2015). An in-depth review of the internal relationships of the EFQM model. The TQM Journal, 27(5), pp.486-502. 
• Gómez, J., Martínez Costa, M. and Martínez Lorente, Á. (2015). EFQM Excellence Model and TQM: an empirical comparison. Total Quality Management & Business Excellence, 28(1-2), pp.88-103. 
• Gordon G. (2001). The roles of Leadership and ownership in building an effective quality culture. Paper presented at the sixth QHE Seminar Birmingham (25-26 May).  
• Grant, D., Mergen, E. and Widrick, S. (2004), “A comparative analysis of quality management in US and international universities”, Total Quality Management & Business Excellence, 15(4), pp. 423-438. 
• Harvey, L. (1995). Beyond TQM. Quality in Higher Education, l, pp. 123-146. 
• Heras, I. (2006). How quality management models influence company results conclusions of an empirical study based on the Delphi method. Total Quality Management & Business Excellence, 17(6), pp. 775-794. 
• Heras-Saizarbitoria, I., Marimon, F., & Casadesús, M. (2012). An empirical study of the relationships within the categories of the EFQM model. Total Quality Management & Business Excellence, 23(5–6), pp. 523–540. 
• Herget, J., & Hierl, S. (2007). Excellence in libraries: A systematic and integrated approach. New Library World, 108(11/12), pp. 526–544. 
• Huesco, A., & Cascant, J. M. (2012). Metodología y técnicas cuantitativas de investigación. Cuadernos Docentes. Universidad Politécnica de Valencia. 
• Kanji, G., Malek, A. and Tambi, B. (1999). Total quality management in UK higher education institutions. Total Quality Management 10, pp. 129–153.  
• Kaynak, H. (2003). The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management, 21(4), pp. 405–435. 
• Labovitz G., Chang Y. S. & Rosansky V. (1993). Making Quality Work: A Leadership Guide for the Results – Driven Manager. Harper Colling Publishers, U.S.A.  
• Law, D.C.S. (2010), “Quality assurance in post-secondary education”, Quality Assurance in Education, (18)1, pp. 64-77. 
• Lewis, W.G., Pun, K.F., & Lalla, T. (2006). Exploring soft versus hard factors for TQM implementation in small and medium-sized enterprises. International Journal of Productivity and Performance Management, 55(7), pp. 539–554. 
• Loffler E. & Vintar M. (2004). Improving the Quality of East and West European Public Services. Ashgate: Bratislava, pp.109. 
• Massy, W.F. (2003). Honoring the trust. Quality and cost containment in higher education. Bolton: Anker Publishing. 
• Manatos, M., Sarrico, C. and Rosa, M. (2015). The integration of quality management in higher education institutions: a systematic literature review. Total Quality Management & Business Excellence, 28(1-2), pp.159-175.  
• Martínez-Lorente, A., Gómez-Gómez, J. and Martínez-Costa, M. (2009), “An evaluation of the EFQM excellence model”, 16th International Annual EUROMA Conference, Göteborg, 14-17 June. 
• Mehta, N., Verma, P. and Seth, N. (2014), “Total quality management implementation in engineering education in India: an interpretive structural modelling approach”, Total Quality Management & Business Excellence, 25(1/2), pp. 124-140. 
• Milakovich E.M. (2005). Management for Quality in Government στο Rabin J. (ed.). Encyclopedia of Public Administration and Public Policy, Taylor & Francis Group: New York 2005, pp. 744. 
• Noe, R. A., Hollenbeck, J.R., Gerhart, B. & Wright, P.M. (2015). Human Resource Management. Gaining a Competitive Advantage (9th edition). McGraw-Hill/Irwin, pp. 38. 
• Oakland J. S. (1994). Total Quality Management: The Route to Improving Performance (2nd ed.). Butterworth Heinemann, Oxford.  
• Osseo‐Asare, A.E., and Longbottom, D. (2002). The need for education and training in the use of the EFQM model for quality management in UK higher education institutions. Quality Assurance Education, 10(1), pp. 26–36. 
• Pannirselvam, G. and Ferguson, L. (2001). A study of the relationships between the Baldrige categories. International Journal of Quality & Reliability Management, 18(1), pp.14-37. 
• Phan, A.C., Abdallah, B.A., & Matsui, Y. (2011). Quality management practices and competitive performance: Empirical evidence from Japanese manufacturing companies. International Journal of Production Economics, 133(3), pp. 518–529. 
• Prajogo, D., Oke, A. and Olhager, J. (2016). Supply chain processes. International Journal of Operations & Production Management, 36(2), pp.220-238. 
• Pratasavitskaya, H., & Stensaker, B. (2010). Quality Management in Higher Education: Towards A Better Understanding of an Emerging Field. Quality in Higher Education, 16(1), pp. 37-50. 
• Rosa, M. J. (2003). Definiriio de Bases Estrategicas e de Excelencia para o Desenvolvimento do Ensino Superior em Portugal. Universidade de Aveiro, Aveiro. 
• Rosa, M. and Amaral, A. (2007). A Self-assessment of Higher Education Institutions from the Perspective of the EFQM Excellence Model. Higher Education Dynamics, pp.181207. 10.1007/978-1-4020-6012-0_7. 
• Rosa, M., Amaral, A. and Sarrico, C. (2012). Implementing Quality Management Systems in Higher Education Institutions. INTECH Open Access Publisher. 
• Sadeh, E. and Arumugam, V.C. (2010). Interrelationships among EFQM excellence criteria in iranian industrial SMEs, European Journal of Economics, Finance and Administrative Sciences, Vol. 19, pp. 155-167. 
• Sadeh, E., Arumugam, V. C., & Malarvizhi, C. A. (2013). Integration of EFQM framework and quality information systems. Total Quality Management & Business Excellence, 24(1–2), pp. 188–209. 
• Safari, H., Abdollahi, B. and Ghasemi, R. (2012). Canonical correlation analysis between people criterion and people results criterion in EFQM model. Total Quality Management & Business Excellence, 23(5-6), pp. 541-555. 
• Sahney, S., Banwet, D. K., & Karunes, S. (2004). Oonceptualizing total quality management in higher education. The TQM Magazine, l6(2), pp. 145-159. 
• Samson, D. and Terziovski, M. (1999), “The relationship between total quality management practices and operational performance”, Journal of Operations Management, (17)4, pp. 393-409. 
• Sarrico, C. S., Rosa, M.J., Teixeira, P.N., & Cardoso, M.F. (2010). Assessing quality and evaluating performance in higher education: words apart or complementary views? Minerva, 48(1), pp. 35-54. 
• Saunders, M., Lewis, P. and Thornhill, A. (n.d.). Research methods for business students. (5th edition), Prentice. Hall. 
• Scheele J.P. (2000). Quality assurance as a European challenge: Quality assurance in higher education after the Bologna declaration, with an emphasis on follow-up Procedures. Inspector of Higher Education, The Netherlands, sinergie rapporti di ricerca n. 9/2000. 
• Sherr, L. and Gregory Lozier, G. (1991). Total quality management in higher education. New Directions for Institutional Research, 1991(71), pp.3-11.  
• Sit, W., Ooi, K.B., Lin, B., & Chong, A.Y.L. (2009). TQM and customer satisfaction in Malaysia’s service sector. Industrial Management & Data Systems, 109(7), pp. 957–975. 
• Suárez, E., Roldán, J. L., & Calvo-Mora, A. (2014). A structural analysis of the EFQM model: An assessment of the mediating role of process management. Journal of Business Economics and Management, 15(5), pp. 862–885. 
• Suárez, E., Calvo-Mora, A., Roldán, J. and Periáñez-Cristóbal, R. (2017). Quantitative research on the EFQM excellence model: A systematic literature review (1991–2015). European Research on Management and Business Economics, 23(3), pp. 147-156.  
• Sun, H. (1999), “Diffusion and contribution of total quality management - an empirical study in Norway”, Total Quality Management & Business Excellence, 10(6), pp. 901-914. 
• Sun, H. (2000), “Total quality management, ISO 9000 certification and performance improvement”, International Journal of Quality & Reliability Management, 17(2), pp. 168-179. 
• Tari, J.J., Molina, J.F., & Castejo, J.L. (2007). The relationship between quality management practices and their effects on quality outcomes. European Journal of Operational Research, 183(2), pp. 483–501. 
• Tasopoulou, K. and Tsiotras, G. (2017). Benchmarking towards excellence in higher education. Benchmarking: An International Journal, 24(3), pp.617-634.  
• Terziovski, M. and Dean, A. (1998). Best predictors of quality performance in Australian service organisations. Managing Service Quality: An International Journal, 8(5), pp.359366. 
• Thompson, A., Strickland, A.J. Gamble, J.E., Peteraf, M., Janes, A., Sutton, C. (2013). Crafting and Executing Strategy – The Quest for Competitive Advantage: Concepts and Cases. McGraw-Hill/Irwin, pp.396 
• Venkatraman, S. (2007). A framework for implementing TQM in higher education programs, Quality Assurance in Education, 15(1), pp. 92-112. 
• Westlund, A.H. (2001) Measuring environmental impact on society in the EFQM systems, Total Quality Management, 12(1), pp. 125–135. 
• Williams, G. (1993). Total quality management in higher education: panacea or placebo? Higher Education, 25(3), pp. 229-237. 
• Wilson, D.D. and Collier, D.A. (2000), “An empirical investigation of the malcolm Baldrige national quality award causal model”, Decision Sciences, 31(2), pp. 361-390. 
• Zabadi, A. (2013). Implementing Total Quality Management (TQM) on the Higher Education Institutions – A Conceptual Model. Journal of Finance & Economics, 1(1), pp.42-60. 
• Zade, E.A., Safari, H., Abdollahi, B. and Ghasemi, R. (2011), “Canonical correlation
• analysis between enabler and results in EFQM model; a case study in TAVANIR
• company in Iran”, European Journal of Social Sciences, 21(3), pp. 483-492. 
• EFQM (2017).  Available at:: http://www.efqm.org/ [Accessed 14 December 2017]. 
• International Organization for Standardization (2017). Available at: https://www.iso.org/home.html [Accessed 14 December 2017].