Business Process Modeling in Higher Education Institutions. Developing a Framework for Total Quality Management at Institutional Level

Abstract This article presents a stage of a quality management model in higher education institutions based on business process modelling. The paper points out the importance of graduates’ satisfaction in assessing quality in universities and looks at a key development, that have shaped the idea of correlating the graduates’ requirements regarding the developed specific and transversal competencies during the study with the required competences in the labor market. On the basis of the existing literature evidence and on the performed results, the paper proposes a business process management model by outlining the importance of understanding graduates’ requirements, their needs and expectations.