Relevant factors to implement continuous improvement in administrative services of public universities: an action research study

Abstract

[EN] The research presented in this article focuses on enhancing the quality of administrative services in a higher education institution, addressing the scarcity of concrete examples of continuous improvement in public services. The study investigates the applicability and effectiveness of continuous improvement methodologies in a public service context, emphasising the distinct challenges faced by public institutions, such as a culture of silos, in implementing process improvements. The article employs an action research methodology, which involves researchers collaborating with university administrative personnel to identify improvement opportunities, implement solutions, and measure the impact of these initiatives on service quality. The impact of continuous improvement initiatives on the quality of administrative services offered by the university is assessed through participant perceptions, service user feedback, and the improvement of main processes within the university departments. The research identifies several barriers and facilitators to continuous improvement within the university's administrative services, including organisational culture, employee involvement and commitment, communication, goal clarity, and resource availability. The study provides insight into how these factors influence the success of continuous improvement efforts. Based on the findings, the study offers recommendations for deploying continuous improvement workshops at the university. These recommendations aim to address the identified barriers, leverage facilitators, and enhance the overall quality of administrative services. The article contributes to understanding continuous improvement in public service contexts and provides practical guidance for implementing such initiatives in higher education institutions.