Abstract:

Quality in the organizations is a true knowledge – a process to be learnt in order to survive in the global market independently of the type of activity they are in. This research deals with the impact of the quality process, on the performance of any organization under a management performance evaluation. The literature review consisted of an historical and cultural organization evolution where the procedures and actions associated to an ISO certification were considered. An indicator as Return on Quality is the goal of this research. To test the academic concepts a case study was achieved in a private Higher Education Institution. Two different approaches were used: an external quality assurance and an internal quality assurance. As to this one, some ideas about how to evaluate the Institution matrix management are suggested taking in account the satisfaction of the different stakeholders.

Keywords:

Quality, teaching/learning, evaluation, stakeholders satisfaction.