Quality Management in Higher Education: Evaluation of Academic Processes through Organizational Maturity Models

Abstract

This study analyzed the management of academic processes in higher education, in response to the demands of globalization and competitiveness, which required institutions to provide high-quality services. The relevance of the research was based on the need for efficiently structured processes in graduate education centers, as a key mechanism to strengthen academic and administrative quality. The objective was to assess the current state of training processes through a diagnostic evaluation based on the CEAACES model and an assessment of organizational maturity using the PEMM (Process and Enterprise Maturity Model), conducted in 2020. The research employed a qualitative approach with a descriptive scope, drawing on both documentary and field data sources. The sample included five core processes within the graduate management system. Data collection involved a documentary analysis of the final external evaluation report and structured interviews with personnel responsible for process execution, using an interview guide as the primary instrument. The results revealed significant structural weaknesses, with all processes categorized at level P-0. This indicated an initial stage of maturity, characterized by the absence of documentation, performance indicators, and evaluation mechanisms. Consequently, it was concluded that the implementation of continuous improvement strategies, staff training, and the formalization of internal procedures are essential to optimize the management of academic processes in higher education institutions.