Abstract
The key performance indicators (KPIs) are an effective part of benchmarking for measuring the performance of universities aiming to raise the university quality services level. The problem is that there is no general standard analytical evaluation model for assessing KPIs criteria in higher education institutes for evaluating mega universities, and there are inadequacies in the treatment of specific current educational quality standards. In this paper, a hybrid fuzzy analytical model for TQM self-assessment to enhance KPIs in mega universities is proposed. The proposed model produces important weights for TQM-KPIs that are recommended for helping higher authorities at the university for enhancing the demanded total quality services and aid the university to achieve its strategic objectives and to be one of the highly ranked universities. In addition, the European Foundation for Quality Management (EFQM) excellence model enabler criteria were modified and used. Two additional enabler criteria for representing the mega university and the world ranking were proposed. The "TQM Hybrid Fuzzy Model" proposed integrates three fuzzy multiple criteria decision-making (MCDM) submodels including (1) the fuzzy analytic hierarchy process (FAHP), (2) the fuzzy decision-making trial and evaluation laboratory (FDEMATEL), and (3) the fuzzy multiple criteria decision analysis (FVIKOR). Each of these submodels is computed and evaluated analytically. A comparison between them is achieved. Finally, the whole "TQM Hybrid F-MCDM Model" proposed is proved and evaluated analytically and programmed using Excel. Hence, by comparison, it is found that the proposed hybrid fuzzy model is the most effective model for evaluating the TQM-KPIs for enhancing mega universities' organizational assessment. Results show that the subcriteria that occupied the first three positions are the managed and improved distance learning sources and materials, policy, and strategies that are based on the present and future needs and expectations of stakeholders.