The aim of this research was to examine how the EFQM Excellence Model implementation process had been conducted in a number of cases in UK University academic units with a view to developing a guidance framework for implementation of the EFQM Excellence Model in this particular context. Issues which could impact on the implementation of the European Foundation for Quality Management's (EFQM) Excellence Model in the UK University academic environment were identified through a comprehensive literature review of the model's implementation in other sectors, literature on the UK University sector and on established good practice in implementing similar quality programmes, such as Total Quality Management (TQM). A theoretical framework was developed in order to conceptualise the relationships between the issues identified through the literature review and to form a basis for the development of data collection and analysis tools. The case study strategy was chosen as the appropriate way to investigate the phenomenon. The approaches used in the implementation of the EFQM Excellence Model in four United Kingdom University academic units were explored and analysed in order to discover the critical issues for effective implementation. The fieldwork revealed a number of issues which were essential to effective implementation (motive, gaining senior management commitment, demonstrating senior management commitment, education and training, staff involvement and teamwork, the overall pace of the implementation, integration of the EFQM Model into the organisation, and activities to maintain momentum) and two issues which were desirable in producing effective implementation (culture/context assessment, and project management). The main output and contribution from the research was a guidance framework for implementing the EFQM Excellence Model in academic units of UK universities.

Supervising students at a distance presents numerous social, mental, professional, and individual challenges on the student- supervisor relationship, and on the substance, progress, and conveyance. From the literature review, several tools and technologies are developed to improve academic quality; however, most of these tools and technologies focus on journal articles’ quality rather than student/supervisor relationships. This study aims to develop an academic rating index (ARI) that will show a supervisor’s review by students and provide an interactive forum. The application will serve as an academic supervision teaching-level index that provides an aggregated measure of supervisors’ past and current impact. Thus, the ARI aims to aggregate all academic supervisor ratings and the number of ratings that they received in the entire academic career to complement their citation index. The study will use quantitative coding and programming tools to ensure a good quality system in the development phase. The application and findings of the study contribute to academic service quality. / Operations Management / M. Tech. (Information Technology)