Abstract

Efficient Research Management Offices (RMOs) are drivers of research excellence and impact, contributing to the institutional research culture and profile and promoting the success of individual researchers.

Measurement and improvement of the quality of an RMO’s services are required to justify the institutional investment needed to sustain it. In the developing world context in particular, the appropriate spotlight on the value added by RMOs is needed to solicit support for much-needed capacity. Understanding the measurement of quality service in a RMO is also important for the professional development of staff. But how can the impact and effectiveness of RMOs be fairly assessed? What can and should be counted, and what really counts in terms of quality assessment?

This case study will suggest best practices in the quality assessment of an RMO. Quantitative and qualitative methods of data collection for quality assurance will be presented. The adoption of the Malcolm Baldrige-model as a working tool for understanding RMO performance, assisting strategic planning, and to identify opportunities for the improvement of the quality of services will be described. The SERVQUAL model will be presented as a framework to assess the effectiveness and efficiency of the office, complemented by data collected through focused interviews with stakeholders.
The study will provide valuable insights on how the success and quality of an RMO can be appropriately assessed, and how such an assessment can be utilised to improve stakeholder relationships and support. The approach followed highlights the RMO’s provision of key value-adding services and delivering on institutional needs and expectations. It confirms the need for structured stakeholder consultation in terms of assessing the levels of an RMO’s professional service delivery, and for the identification of areas for improvement and further development.

The model and results presented will assist RMO leaders in their efforts to ensure the sustainability of their offices as key enablers of institutional research and innovation success.