Total quality management for changes of staff capacity in higher education: a model to follow in the public sector Online publication date: Thu, 22-Jul-2021
by Veronika Kareva; Xhevair Memedi
International Journal of Public Sector Performance Management (IJPSPM), Vol. 7, No. 4, 2021
Abstract: Changes of institutional features and increased effectiveness at all levels in higher education institutions involve activities related to quality enhancement in the core academic areas and in the administrative operations. The aim of this paper is to present an approach for measuring the administrative performance at the South East European University (SEEU) in North Macedonia through the principles of total quality management (TQM). Data gathered from three instruments are analysed and discussed: student and internal staff evaluation surveys of administrative services and a job skills inventory from the first phase of the project for performance management and optimisation. Recommendations are expected to contribute to creating a model for staff capacity change that can be followed by other higher education institutions and the public sector in the society, undergoing reforms in its integration processes.
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