❀مدیریت و مقالات مدیریتی❀

Mykolas Romeris University, Lithuania

Abstract
Purpose – to systemise and analyse practical experiences of the application of the EFQM Excellence Model (EM) and ISO 9001 standard within Higher education institutions (HEIs). There is an aim to understand: 1) what are the main motives of the application of the analysed quality management (QM) means within academic institutions; 2) what are the most common issues occurring during the implementation; 3) what are the most common benefits.
Design/methodology/approach – practical experiences of HEIs from various countries are analysed and the data from 30 case studies (17 case studies focus on experiences applying ISO 9001 standard for quality management system (QMS) development and 13 case studies focus on experiences implementing EFQM EM) summarized. The sample of the research was formed after review of relevant scientific researches between 1995 and 2013 available in EBSCO, Emerald Management Journal Collection, ProQuest, JSTOR, Sage Publications: Sage Journal Online databases. Selection criteria of case studies was application of ISO 9001 and EFQM EM in HEIs from various countries. Research methods: systematic scientific literature analysis, content analysis.

Findings – the research revealed that the main motives of HEIs to apply ISO 9001 and the EFQM EM are related the most common to internal institutional needs, competitiveness in the market and requirements of the stakeholders. 18 fundamental issues of the application of the means were identified which are more often related to institutional problems than to standard/model issues. The implementation of both means within academic institutions conditioned the benefits linked with internal institutional changes. The most significant general benefits are related to the goals of the means and cultural changes of the institution.
Research limitations/implications – case studies publicised in English and Lithuanian languages only were analysed in the article. The inclusion of available researches in different languages (Spanish, Romanian and Czech) could provide a wider variety of the approaches in terms of the question analysed.
Originality/value – experiences of HEIs from various countries applying ISO 9001 standard and EFQM EM were systemised, analysed and compared in the article.
Keywords: Higher education institutions, quality management system, standard, quality management means, ISO 9001, EFQM Excellence Model.

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