Abstract:
Organizational development in higher education institutions is a relatively young discipline that requires the adaptation of established methods to the specific governance structures of public universities. Evaluation, a crucial instrument for strategic development, has primarily been applied in study programs and courses. This article presents two examples for service quality assessment: the services provided by the Center for Learning and Innovation at FernUniversität in Hagen and the student experience with the newly digitized enrollment process. It demonstrates how evaluation can enhance service quality in both administrative and teaching-related support services. The article also details the establishment of a standardized process for evaluating various university services, offering insights into lessons learned and developments that may be relevant to other universities.
Über die Autor*innen:
- Katharina Sonnenberg,
Dr., Referentin für Qualitätsmanagement im Rektoratsstab, FernUniversität in Hagen München - Claudia Windfuhr,
Dr., Referentin für Organisationsentwicklung im Referat für Organisations- und Personalentwicklung, FernUniversität in Hagen, Mitglied im Herausgeberkreis der Zeitschrift P-OE
