The prevalence of service excellence and the use of business process improvement methodologies in Australian universities

Journal article

Ciancio, Sharone. (2018). The prevalence of service excellence and the use of business process improvement methodologies in Australian universities. Journal of Higher Education Policy and Management. 40(2), pp. 121-139.
AuthorsCiancio, Sharone

Service transformation is an increasingly common pursuit in the higher education sector, with university strategic plans frequently featuring a service excellence objective and the adoption of leaner and more sustainable service models. Previous studies agree that service excellence is intentional not incidental, and systematic not ad-hoc in nature, requiring a planned and structured approach with consistent and repeatable experiences. This study analysed public documents to discover the universities engaged in service excellence and efficiency endeavours and the prevalence of business process improvement (BPI) methodologies as a tool for this purpose. It is concluded that universities are increasingly focused on service excellence, institutional sustainability and BPI methodologies to enable institutional strategic objectives. The study suggests that future studies could focus on investigating and gaining primary evidence on the progress and success of universities in the service excellence and BPI space.

Keywordsservice excellence; business process improvement; transformation; service improvement; service model; service strategy; university administration
JournalJournal of Higher Education Policy and Management
Journal citation40 (2), pp. 121-139
Digital Object Identifier (DOI)
Scopus EID2-s2.0-85040989560
Page range121-139
Publisher's version
All rights reserved
File Access Level
Output statusPublished
Publication dates
Online18 Jan 2018
Publication process dates
Deposited28 Apr 2023
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