ارزیابی کیفیت خدمات براساس مدل الگوی تعالی بنیاد مدیریت کیفیت اروپا EFQM در دانشکده ی پیراپزشکی دانشگاه علوم پزشکی کاشان

نوع مقاله: مقاله پژوهشی

نویسندگان

1 عضو هیات علمی، فیزیک پزشکی و رادیولوژی، دانشگاه علوم پزشکی کاشان، کاشان، ایران.

2 عضو هیأت علمی، گروه مدیریت و فن آوری اطلاعات سلامت، دانشکده ی پیراپزشکی، دانشگاه علوم پزشکی کاشان، کاشان، ایران.

3 دانشجوی دکترای اپیدمیولوژی، دانشکدهی بهداشت، دانشگاه علوم پزشکی شهید بهشتی، تهران، ایران .

4 عضو هیأت علمی، گروه مدیریت، دانشکده ی مدیریت و اطلاع رسانی پزشکی، دانشگاه علوم پزشکی ایران، تهران، ایران

5 کارشناس فنآوری اطلاعات سلامت، دانشکده ی پیراپزشکی، دانشگاه علوم پزشکی کاشان، کاشان، ایرا ن .

چکیده

هدف این مطالعه انجام خود ارزیابی کیفیت خدمات دانشکده، دریافت بازخورد دانشجویان و انجام اقدام اصلاحی در راستای الگوی تعالی بنیاد مدیریت کیفیت اروپا (European foundation for Quality Management) EFQM بود. انجام خود ارزیابی در مدل تعالی EFQM براساس منطق رادار صورت گرفت؛ برای جاری سازی این منطق پژوهشی به شیوه ی توصیفی - مقطعی بر روی کلیه دانشجویان شاغل به تحصیل کارشناسی (270 نفر) در دانشکده ی پیراپزشکی کاشان در نیمسال اول 91-92 انجام شد. جمع آوری داده ها با استفاده از پرسشنامه ای که برای سنجش عملکرد جاری دانشکده و انتظارات دانشجویان بر اساس مقیاس لیکرت از خوب تا ضعیف امتیازدهی شده بود صورت گرفت. برای توصیف متغیرهای کمی از شاخص های مرکزی و پراکندگی و توزیع فراوانی استفاده شد. بیشترین شکاف بین عملکرد جاری دانشکده و انتظارات دانشجویان در حوزه ی خدمات حمایتی و مشاوره ای دانشجویان، حوزه ی مدیریت و کیفیت خدمات آموزشی وجود دارد. استفاده از خود ارزیابی بر اساس الگوی EFQM می تواند به عنوان ابزار بهبود کیفیت در موسسات آموزش عالی به کار رود. با توجه به بیگانگی موسسات آموزش عالی با مدیریت کیفیت و ایجاد بستر مناسب توصیه می شود که اقدامات اصلاحی این موسسات بر روی فعالیت های زیر ساختی شامل سیاست ها و رویه ها، فرآیندها و روش های انجام خدمات و منابع و تجهیزات تمرکز یابند سپس به فرایندهای یاددهی – یادگیری تسری یابد. برای تداوم و تحقق بهبود کیفیت استقرار کمیته ای با این عنوان در دانشگاه های علوم پزشکی ضروری به نظر می رسد.

کلیدواژه‌ها


عنوان مقاله [English]

Service-Quality Evaluation based on EFQM model: Steps toward Excellence in Higher Education Institutions

نویسندگان [English]

  • Akbar Ali Asghar zade 1
  • Zahra Meidani 2
  • Hamid Reza Gilasi 3
  • Mohammad Reza Maleki 4
  • Maryam Nezadi Niasar 5
1 Faculty member, Department of Radiology and Medical Physics, School of Allied Health Professions, Kashan University of Medical Sciences. Kashan, Iran.
2 Faculty member, Department health information and technology management, School of Allied Health Professions, Kashan University of Medical Sciences. Kashan, Iran.
3 PhD Candidate, Department of Epidmiology, School of Health Sahid Beheshti University of Medical Sciences. Tehran,Iran.
4 Faculty member, Department of management, School of Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran.
5 Bachelor of health information technology, Department health information and technology management of Allied Health Professions, Kashan University of Medical Sciences. Kashan, Iran.
چکیده [English]

The objective of present study was to conduct a self-assessment of services' quality, receiving student feedback, and initiate corrective actions to step towards EFQM model. The RADAR Logic was used to conduct self-assessment. To deploy RADAR Logic a descriptive – cross sectional study conducted on total students (270) at bachelor degree in Kashan University of Medical Sciences in first semester in 91-92. A questionnaire according to current performance and student expectations were evaluated and scored from good to poor. Variance and frequency were employed to describe qualitative variables. Consolatory and supportive services, management services and educational quality indicate major existing gap between current performance and students expectations. Using EFQM self-assessment method would work as quality improvement tools in Higher Education Institutions (HEIs). Due to the unfamiliarity of quality management philosophy in HEIs, corrective actions should focus on infrastructure functions including resources, processes, policies, and people to pave the way. To achieve and continue quality improvement, establishing a quality management committee at Medical Universities seems to be essential.

کلیدواژه‌ها [English]

  • Quality of Services
  • evaluation
  • EFQM excellence model
  • College of Allied Health Professions
  • Kashan Medical University
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