... which is a structured approach to analyze and continually improve fundamental activities and major elements within an organization., which is Birzeit University. Through the use of three different questionnaires targeted to students (current & graduates), and the market, and focused interviews conducted with key persons at Birzeit University, the main primary data was collected. The literature review helped in obtaining the secondary data for the purpose of the benchmarking study. According to the research analysis, the main problem that will obviously hinder the future development of the program lies in the center of the management process. It is clear that there is different point of views between the different bodies and interest groups concerned in the academic process within Birzeit University. It is also apparent that there resides a conflict of interest between the different management levels that constitute the organizational hierarchy of the university. This conflict of interest starts from the ...

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