Polish Journal of Management Studies
 ISSN 2081-7452
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Constantin C.

Abstract: This paper is about the necessity to establish a quality management system in universities capable to improve the performance of these ones and to achieve the excellence in their current activities. The research objectives were to analyse the main trends of higher education services in Romania and to propose future strategies in line with the current orientations at the European level. The results of our research stress the necessity to improve the quality inside the higher education institutions as the education market become smaller year by year mainly due to the demographic changes. In this respect the EFQM Excellence Model could be used in the development of the Quality Management System.

higher education, quality management, labour market, excellence, EFQM model


The importance of the higher education services is recognised in all national and international strategies for a sustainable development of the society. Following their dual mission, of education and development through research and innovation, the universities could enhance the economic and social development. The graduates with a high level of competence in their professional fields can also contribute to the improvement of quality management systems of the organisations they are going to work for.
In Romania, the higher education field has had in the last twenty years a strong attractiveness for the entrepreneurs so that a lot of universities have been established offering a diversified range of educational services. Thus the competition has increased, every institution being interested to get as many students as possible. The interest of the foreign universities in Romanian market has also intensified the competition. In this context, the improvement of quality of the service providing process becomes crucial for the future thriving.
Starting from the above mentioned issues, the objectives of our research are to analyse the main trends of higher education services in Romania and to find possible strategies that could be practiced by the higher education institutions in order to succeed on the market. Based on the previous information, the hypotheses of the research are: the market of higher education services in Romania is in  decline due to a decreasing of the number of potential students; the unemployment   rate among graduates is quite high and an improvement of education services is needed.

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Taking into account the results of the above analyses, we can conclude that the Romanian higher education institutions need to re-engineer their activities in order to obtain a sustainable growth based on a strong competitive advantage. The competitive advantage will help them to fulfil the requirements of the present and future students in accordance with the general needs of the society. Only those institutions that will succeed in understanding the needs and behaviours of all their stakeholders could survive on the market on long run.
In their future strategies the institutions have to focus on value, which should be delivered to the customer in order to persuade them to choose a certain service [7]. As the higher education market in Romania is narrowing, the value perceived by customers becomes crucial. Thus, there is a strong need for the improvement of the quality management systems inside the higher education institutions. Such systems have to start from the needs of customers and all other stakeholders with the aim to obtain excellence trough outstanding results. This aim is in line with the recommendation made by the Council of the EU and with the future strategies established for the European education.
The shortcomings identified at the level of Romanian education sector are common for the majority of the European countries as the official statistics indicate a high rate of the unemployment of youth people aged between 15-24 years old. In this context, the EFQM Excellence Model represents a strong tool that could be used by the universities in order to establish an outstanding quality management system based on a quality culture and the entire organisation commitment to achieve the quality objectives. But the quality culture should be established for the self-development of the institution using the principles of Total Quality Management (TQM) and it is not subordinated to the quality assessment process. Those institutions that manage their processes only for the purpose to obtain a certification from a certification agency will fail to obtain performance and to fulfil the customers
needs. Taking into account the results of our research we can appreciate that the objectives have been met and the hypotheses have been confirmed.


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Artykuł ten porusza zagadnienie konieczności ustanowienia systemu zarządzania jakością w uczelni, który może poprawić jej wydajność i pomóc w osiągnięciu doskonałości w jej bieżącej działalności. Celem badań była analiza głównych trendów usług szkolnictwa wyższego w Rumunii, i zaproponowanie strategii na przyszłość, zgodnie z aktualnymi kierunkami na poziomie europejskim. Wyniki naszego badania podkreślają konieczność poprawy jakości wewnątrz instytucji szkolnictwa wyższego, jako że rynek edukacji staje się mniejszy z roku na rok, głównie ze względu na zmiany demograficzne. W tym zakresie można wykorzystać model doskonałości EFQM w celu rozwoju Systemu Zarządzania Jakością.

Słowa kluczowe: wyższa edukacja, zarządzanie jakością, rynek pracy, doskonałość, model EFQM



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