EFQM model self-assessment using a questionnaire approach in university administrative services

Purpose - The purpose of this paper is to study the European Foundation for Quality Management (EFQM) model self-assessment using a questionnaire approach in eight university administrative services. Design/methodology/approach - Case study methodology on eight services provided by a public university in Spain. Findings - The findings show the steps that an administrative service may follow in order to apply the questionnaire approach to self-assessment in a successful manner. Originality/value - Provides lessons for managers from other universities, or other public sector organisations, who wish to develop an exercise in self-assessment using a questionnaire approach. © Emerald Group Publishing Limited.