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The UL Excellence Model
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In order to develop Quality management system in the UL, to promote personnel awareness and involvement, conforming to the UL quality policy, as a basis for the Quality management system according to the EFQM Excellence Model’s guidelines, the UL Excellence Model has been developed and now is sequentially implemented.

The UL excellence model includes a structure of the UL quality management system, as well as defines quality management system’s development, maintenance, improvement and assessment guidelines, which are mandatory for every employee of the University. This document describes a concept and model of excellence, quality management and assessment cycle, and includes glossary of quality terms.

  • The concept of excellence is core principles of quality management, which prove quality management by definition and assures UL progress towards sustainable excellence and quality culture.

  • The Excellence model is a structured model of quality management system, which sets the guidelines to implement excellence concept in the UL. Structure of the UL excellence model is worked out in accordance with the internationally acknowledged EFQM Excellence Model.

Excellence model consists of nine criteria:

Five criteria are enablers and four - results. Enablers represent actions that the UL does and how it does it. Results represent achievement of the UL. Results are achieved by enablers and enablers are improved using feedback from results. The arrows point out the dynamic nature of the Excellence Model – the importance of creativity, innovation and learning for enhancement of enablers that in turn assures an achievement of better results. The Excellence model allows managers to understand the cause and effect relationships between actions and the results it achieves.

Principles are defined for each criteria, i.e. requirements of excellence, and respective guidelines to achieve the principles, including some examples.

  • Quality management and assessment cycle is a certain sequence of actions and cyclical nature that ensures an effective functioning and ongoing improvement of the quality management system. There is an internationally acknowledged methodology used to assure repeatability and continuity of the quality management – RADAR logic (Results → Approach → Deployment → Assessment & Refine).


The use of RADAR methodology means, that the UL:

1) Determines the results to achieve.

2) Plans and develops approaches and solutions to reach the defined results.

3) Deploys approaches and solutions.

4) Assesses and refines the deployed approaches and solutions.

RADAR matrix provides quantitative assessment of each UL excellence model criteria and of the whole UL performance. Thus, RADAR methodology helps the UL to identify required enhancements, to determine their importance, to plan the implementation strategy, as well as to develop these enhancements.

Glossary of quality terms is an annex, where frequently used quality terms are summarized and explained.