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TQM-SAHFM: An Efficiency of Total Quality Management “Self-Assessment Hybrid Fuzzy Model” to Enhance KPIs in Mega Universities كفاءة إدارة الجودة الشاملة “نموذج ضبابى هجين للتقييم الذاتي” لتحسين مؤشرات الأداء الرئيسية في الجامعات الكبرى
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  • Abdul Hamid M. Ragab,
  • Amin Yousef Mohammad Noaman,
  • Ahmed A. A. Gad-Elrab,
  • Ezz H. Abdul Fatah
Abdul Hamid M. Ragab
King Abdulaziz University Faculty of Computing and Information Technology
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Amin Yousef Mohammad Noaman
King Abdulaziz University Faculty of Computing and Information Technology
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Ahmed A. A. Gad-Elrab
King Abdulaziz University Faculty of Computing and Information Technology

Corresponding Author:[email protected]

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Ezz H. Abdul Fatah
King Abdulaziz University Faculty of Sciences
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Abstract

Mega universities; those with over a hundred thousand students; are amongst the highly significant beneficiaries of distance education worldwide and are progressively using the information and communication technologies. The major goal of Total Quality Management (TQM) is to create within the university an environment that are used productively and successfully to give the staff self-reliance in administration. Key Performance Indicators (KPIs) are an effective part of benchmarking for measuring the performance of universities aiming to raise the university quality services level. The problem is that there is no general standard evaluation model for assessing KPIs criteria in higher education institutes for evaluating mega universities and there are inadequacies in the treatment of specific current educational quality standards. In this paper, a hybrid model for TQM self-assessment to enhance KPIs in mega universities is proposed. The proposed model produces important weights for TQM-KPIs that are recommended for helping higher authorities at any university for enhancing demanded total quality services and aids a university to reach its strategic objectives and be one of the highly ranked universities. It uses the enabler criteria of the European Foundation for Quality Management (EFQM) excellence model and proposed two additional criteria which represent the mega university and world ranking. It is based on integrating three fuzzy MCDM methods including Fuzzy Analytic Hierarchical Process (FAHP), Fuzzy Decision-Making Trial and Evaluation Laboratory (FDEMATEL), and (FVIKOR). Finally, these methods are studied analytically which is proofed that a proposed model is found as the most effective model of organizational assessment.