This paper proposed a valid and reliable perceived quality assessment framework of administrative services in Higher Education Institutions (HEI) in the Brazilian context. The method was in two main stages: (i) map a set of quality attributes and dimensions for administrative services in HEI, (ii) build and test the perceived quality assessment…

The purpose of this study is to investigate the integration of strategic management and quality assurance in higher education. The study presents how the value chain can be described in the strategy and quality maps, which are, respectively graphical representations of the strategic plan and the quality assurance system. The quality map is a new…

The key concepts and methodologies of quality assurance programs used in health service delivery systems are reviewed, and it is suggested they could be readily applied to Canadian universities as a powerful administrative and curricular development tool that would define and enhance the quality of students' educational experiences. (Author/MSE)