Moura e Sá, Patrícia; Albuquerque, António - In: International Journal of Quality and Service Sciences 7 (2015) 2/3, pp. 230-244
Management (EFQM) model criteria. Courts have been under pressure to become more accountable and responsive organisations. In …/methodology/approach – A case study approach was used. The meaning of the quality principles that underline the EFQM model was discussed with … translating the criteria and criterion parts of the EFQM model. The assessment guide was validated by an experts’ panel. Findings …