The stakeholder satisfaction in a quality management model for the university

The present paper effectuates an analysis for the educational quality in the University in order to correctly implement a “satisfaction evaluation model” for the principal stakeholders that can be individuated in the Minister of Education, the University structure, the students and their families, the professors, the technical-administrative personnel, the graduated, the courses upstream and downstream a course under quality control (for instance secondary schools, specialist/PhD courses, masters,…) and some other stakeholders downstream the University structure (in particular the labour market and the economic-political-social community). In consequence of a “systematic” measurement of the stakeholders satisfaction grade - i.e. with defined modalities, scheduling and indicators - it can be evaluated how much the educational service reached the planned/expected objectives, in order to be able to intervene with corrective actions and/or proposals for improvement. Such a model represents a tool to measure the performances of the quality management system and evidences how much the University structure satisfied the stakeholders requirements and expectations; it implies the gathering and the elaboration of the obtained data through a direct and indirect monitoring activity related to some of the above mentioned stakeholders, in particular the students, the professors, the technical-administrative personnel, the graduated, the organizations hosting stage activities and the employers.