Indicators for the excellence of a university placement service

The excellence of a university placement service can be obtained through the implementation of a process control approach activity and the realization of a tableau de bord of indicators, in order to correct measure, improve (“business process improvement”) and/or reengineer (“business process reengineering”) the main processes of the academic structure. The present work analyses a process driven organization - and consequently always more customers and other stakeholders-oriented - such as a Placement service of the University of Turin focusing on a tableau de bord of indicators - divided in quantity, quality, stage management, communication, career orientation and placement indicators - used to monitor the operative processes and activities of the organization. The results of the process approach activity combined with a quality performance instrument such us the “tableau de bord of indicators” represent an example of performance measurement of the quality management system and favoured the emerging of critical aspects with reference to the stage procedure, the communication aspect and the informative system.