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| Tekijä: | Arena, M. (et al.) |
| Otsikko: | Developing a performance measurement system for university central administrative services |
| Lehti: | Higher education quarterly
2009 : JUL, VOL. 63:3, p. 237-263 |
| Asiasana: | higher education universities performance measurement administration service Italy |
| Kieli: | eng |
| Tiivistelmä: | This paper presents the results of a study in which a performance measurement system (PMS) for central administrative services has been developed and tested through an action research approach drawing on actor network theory. The carried-out experiment included 15 Italian universities and five areas of services: accounting, human resources, student support, research support, and logistics and procurement. The highly participative method resulted in a comparable system with a complete set of cost and quality indicators across the participating universities. These data proved to be useful at managerial and policy level, providing insights on the presence of scale effects etc. |
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