Title: Total quality management for changes of staff capacity in higher education: a model to follow in the public sector

Authors: Veronika Kareva; Xhevair Memedi

Addresses: Faculty of Languages, Cultures and Communication, South East European University, 335 Ilindenska Street, 1200 Tetovo, Republic of North Macedonia ' South East European University, 335 Ilindenska Street, 1200 Tetovo, Republic of North Macedonia

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.

Keywords: total quality management; TQM; administrative; optimisation; reforms; public; sector.

DOI: 10.1504/IJPSPM.2021.116380

International Journal of Public Sector Performance Management, 2021 Vol.7 No.4, pp.510 - 522

Received: 01 Nov 2019
Accepted: 05 Dec 2019
Published online: 22 Jul 2021 *

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