"Quality management encompasses all measures for planning, controlling and optimising processes in line with specified requirements. The aim of quality management is to improve the quality of a product or service and, consequently, customer satisfaction." (compare definition ISO 9001)
Quality management in the Administration is based primarily on the mission statement of the Technical University of Braunschweig, the mission statement of the Central Administration, the strategic objectives and the target agreements.
Furthermore, there are external requirements relating to third-party funding, collaborations, system accreditation and the TU9 benchmarking exercise, amongst other things, which necessitate quality management.
A holistic approach should be adopted here.
In 2021, a project group from the ‘Organisation, Governance, Education’ degree programme drew up a draft concept for a future quality management system, taking into account the quality management elements that had already been introduced or were already in place.
This concept takes the following aspects into account:
In 2019, a ‘Survey on the Services Provided by the Central Administration of TU Braunschweig’ (Service Survey) was carried out on the basis of a questionnaire developed by students as part of a project within the ‘Organisation, Governance, Education’ degree programme.
This survey assesses the importance of and satisfaction with the criteria ‘Information / Communication’, ‘Implementation / Reliability’, ‘Transparency / Appreciation’ and ‘Autonomy / Customer Focus’ in relation to the organisational units of the central administration.
The service survey was repeated in 2023.