References
- Ahire , S. L. , Golhar , D. Y. and Waller , M. A. 1996 . Development and validation of TQM implementation constructs . Decision Sciences , 27 ( 1 ) : 23 – 56 .
- Ahmed , A. M. , Yang , J. B. and Dale , B. G. 2003 . Self-assessment methodology: The route to business excellence . Quality Management Journal , 10 ( 1 ) : 157
- Balbastre , F. , Cruz , S. and Moreno-Luzón , M. 2005 . A model of quality management self-assessment: An exploratory research . International Journal of Quality & Reliability Management , 22 ( 5 ) : 432 – 451 .
- Baldrige National Quality Program, National Institute of Standards and Technology. (2009a). Retrieved October 29, 2009, from http://www.quality.nist.gov/Business_Criteria.htm
- Baldrige National Quality Program, National Institute of Standards and Technology. (2009b). Retrieved October 29, 2009, from http://www.quality.nist.gov/Education_Criteria.htm
- Black , S. and Porter , L. J. 1995 . An empirical model for total quality management . Total Quality Management , 6 ( 2 ) : 149 – 164 .
- Bovaird , T. and Löffler , E. 2003 . Evaluating the quality of public governance: Indicators, models and methodologies . International Review of Administrative Sciences , 69 ( 3 ) : 313 – 328 .
- Boyne , G. A. , Gould-Williams , J. S. , Law , J. and Walker , R. M. 2002 . Best value-total quality management for local government? . Public Money & Management , 22 ( 3 ) : 9 – 16 .
- Burewoy , M. 1991 . “ Reconstructing social theories ” . In Ethnography unbound , Edited by: Burawoy , M. 8 – 27 . Berkeley : University of California Press .
- Cassell , C. , Symon , G. , Buehring , A. and Johnson , P. 2006 . The role and status of qualitative methods in management research: An empirical account . Management Decision , 44 ( 2 ) : 290 – 303 .
- Clavo-Mora , A. , Leal , A. and Roldán , J. L. 2006 . Using enablers of the EFQM model to manage institutions of higher education . Quality Assurance in Education , 14 ( 2 ) : 99 – 122 .
- Conca , F. J. , Llopis , J. and Tarí , J. J. 2004 . Development of a measure to assess quality management in certified firms . European Journal of Operational Research , 156 ( 3 ) : 683 – 697 .
- Conti , T. Why most companies do not get the most out of their self-assessment . Proceedings of the 55th Annual Quality Congress . pp. 229 – 238 . Milwaukee, WI : American Society for Quality .
- Conti , T. A. 2007 . A history and review of the European quality award model . The TQM Magazine , 19 ( 2 ) : 112 – 128 .
- Davies , J. , Hides , M. T. and Casey , S. 2001 . Leadership in higher education . Total Quality Management , 12 ( 7&8 ) : 1025 – 1030 .
- Denzin , N. K. 1978 . The research act , New York : McGraw-Hill .
- EFQM . 2003 . Assessing excellence – a practical guide for self-assessment , Brussels, , Belgium : EFQM .
- Eisenhardt , K. 1989 . Building theories from case study research . Academy of Management Review , 14 ( 4 ) : 532 – 550 .
- Ennis , K. and Harrington , D. 2001 . Quality management in Irish healthcare . The Service Industries Journal , 21 ( 1 ) : 149 – 168 .
- Eskildsen , J. , Kristensen , K. and Juhl , H. 2004 . Private versus public sector excellence . The TQM Magazine , 16 ( 1 ) : 50 – 56 .
- Flynn , B. B. , Schroeder , R. G. and Sakakibara , S. 1994 . A framework for quality management research and associated measurement instrument . Journal of Operations Management , 11 ( 4 ) : 339 – 366 .
- Ford , M. W. and Evans , J. R. 2006 . The role of follow-up in achieving results from self-assessment processes . International Journal of Quality & Reliability Management , 23 ( 6 ) : 589 – 606 .
- Grandzol , J. R. and Gershon , M. 1998 . A survey instrument for standardizing TQM modelling research . International Journal of Quality Science , 3 ( 1 ) : 80 – 105 .
- Hartley , J. and Downe , J. 2007 . The shining lights? Public service awards as an approach to service improvement . Public Administration , 85 ( 2 ) : 329 – 353 .
- Hides , M. T. , Davies , J. and Jackson , S. 2004 . Implementation of EFQM excellence model self-assessment in the UK higher education sector – lesson learned from other sectors . The TQM Magazine , 16 ( 3 ) : 194 – 201 .
- Holmes , C. 1974 . A statistical evaluation of rating scales . Journal of the Market Research Society , 16 ( 2 ) : 87 – 107 .
- Johnson , B. and Christensen , L. 2004 . Educational research: quantitative, qualitative and mixed approaches , Boston : Pearson .
- Kaynak , H. 2003 . The relationship between total quality management practices and their effects on firm performance . Journal of Operations Management , 21 ( 4 ) : 405 – 435 .
- Kumar , M. R. 2007 . Comparison between DP and MBNQA: Convergence and divergence over time . The TQM Magazine , 19 ( 3 ) : 245 – 258 .
- Lee , T. W. 1999 . Using qualitative methods in organizational research , Thousand Oaks, CA : Sage .
- Lee , P.-M. and Quazi , H. A. 2001 . A methodology for developing a self-assessment tool to measure quality performance in organizations . International Journal of Quality & Reliability Management , 18 ( 2 ) : 118 – 141 .
- McAdam , R. and Welsh , W. 2000 . A critical review of the business excellence quality model applied to further education colleges . Quality Assurance in Education , 8 ( 3 ) : 120 – 130 .
- Morgan , C. and Murgatroyd , S. 1994 . Total quality management in the public service: An international perspective , London : Open University .
- 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 in Education , 10 ( 1 ) : 26 – 36 .
- Owlia , M. S. and Aspinwall , E. M. 1998 . A framework for measuring quality in engineering education . Total Quality Management , 9 ( 6 ) : 501 – 518 .
- Powell , T. C. 1995 . Total quality management as competitive advantage: A review and empirical study . Strategic Management Journal , 16 ( 1 ) : 15 – 37 .
- Prajogo , D. I. 2005 . The comparative analysis of TQM practices and quality performance between manufacturing and service firms . International Journal of Service Industry Management , 16 ( 3 ) : 217 – 228 .
- Prajogo , D. I. 2008 . The sustainability of ISO 9001 in a legal service organisation . The Service Industries Journal , 28 ( 5 ) : 603 – 614 .
- Quazi , H. A. and Padibjo , S. R. 1998 . A journey toward total quality management through ISO 9000 certification – a study on small and medium-sized enterprises in Singapore . International Journal of Quality & Reliability Management , 15 ( 5 ) : 489 – 508 .
- Rahman , U. 2001 . Total quality management practices and business outcome: Evidence from small and medium enterprises in western Australia . Total Quality Management , 12 ( 2 ) : 201 – 210 .
- Rao , S. S. , Solis , L. E. and Raghunathan , T. S. 1999 . A framework for international quality management research: Development and validation of a measurement instrument . Total Quality Management , 10 ( 7 ) : 1047 – 1075 .
- Ritchie , L. and Dale , B. G. 2000 . Self-assessment using the business excellence model: A study of practice and process . International Journal of Production Economics , 66 ( 3 ) : 241 – 254 .
- Samson , D. and Terziovski , M. 1999 . The relationship between total quality management practices and operational performance . Journal of Operations Management , 17 ( 4 ) : 393 – 409 .
- Samuelsson , P. and Nilsson , E. 2002 . Self-assessment practices in large organizations. Experiences from using the EFQM excellence model . International Journal of Quality & Reliability Management , 19 ( 1 ) : 10 – 23 .
- Saraph , J. V. , Benson , P. G. and Schroeder , R. G. 1989 . An instrument for measuring the critical factors of quality management . Decision Sciences , 20 ( 4 ) : 810 – 829 .
- Sharma , U. and Hoque , Z. 2002 . TQM implementation in a public sector entity in Fiji. Public sector reform, commercialization, and institutionalism . International Journal of Public Sector Management , 15 ( 5 ) : 340 – 360 .
- Sila , I. 2007 . Examining the effects of contextual factors on TQM and performance through the lens of organizational theories: An empirical study . Journal of Operations Management , 25 ( 1 ) : 83 – 109 .
- Srikanthan , G. and Dalrymple , J. F. 2007 . A conceptual overview of a holistic model for quality in higher education . International Journal of Educational Management , 21 ( 3 ) : 173 – 193 .
- Stake , R. E. 2000 . “ Case studies ” . In Handbook of qualitative research , Edited by: Denzin , N. K. and Lincoln , Y. S. 435 – 454 . Thousand Oaks, CA : Sage .
- Strauss , A. L. 1987 . Qualitative analysis for social scientists , New York : Cambridge University Press .
- The Deming Prize, Union of Japanese Scientists and Engineers. (2009). Retrieved October 29, 2009, from http://www.juse.or.jp/e/deming/index.html
- The European Quality Improvement System -EQUIS-, European Foundation for Management Development. (2009). Retrieved October 29, 2009, from http://www.efmd.org/equis
- University Services Evaluation, ANECA. (2009). Retrieved October 29, 2009, from http://www.aneca.es/educational_programme/university.aspx
- Van der Wiele , T. and Brown , A. 1999 . Self-assessment practices in Europe and Australia . International Journal of Quality & Reliability Management , 16 ( 3 ) : 238 – 251 .
- Van der Wiele , A. , Williams , A. R.T. , Dale , B. G. and Carter , G. 1996a . Quality management self-assessment: An examination in European business . Journal of General Management , 22 ( 1 ) : 48 – 67 .
- Van der Wiele , A. , Williams , A. R.T. , Dale , B. G. , Carter , G. , Kolb , F. Luzon , D. M. 1996b . Self-assessment: A study of progress in Europe's leading organizations in quality management practices . International Journal of Quality & Reliability Management , 13 ( 1 ) : 84 – 104 .
- Waugh , R. F. 2002 . Academic staff perceptions of administrative quality at universities . Journal of Educational Administration , 40 ( 2 ) : 172 – 188 .
- Wilkes , N. and Dale , B. G. 1998 . Attitudes to self-assessment and quality awards: A study in small and medium-sized companies . Total Quality Management , 9 ( 8 ) : 731 – 739 .
- Williams , R. , Bertsch , B. , Van Der Wiele , A. , Van Iwaarden , J. and Dale , B. 2006 . Self-assessment against business excellence models: A critique and perspective . Total Quality Management & Business Excellence , 17 ( 10 ) : 1287 – 1300 .
- Yin , R. K. 1994 . Case study research: Design and method , Newbury Park, CA : Sage .
- York , K. M. and Miree , C. E. 2004 . Causation or covariation: An empirical re-examination of the link between TQM and financial performance . Journal of Operations Management , 22 ( 3 ) : 291 – 311 .
- Zwikael , O. and Globerson , S. 2007 . Quality management: A key process in the service industries . The Service Industries Journal , 27 ( 8 ) : 1007 – 1020 .