The stakeholders satisfaction represents an essential quality and social responsibility objective that should be included in the policy of all the organizations seeking to improve their corporate management system. In this paper it has been analysed the structure of the “system of questionnaires” applied in an organization - such as the Faculty of Economics in the University of Turin, whose Quality Management System (QMS) is conform to the ISO 9001:2000 Quality Management Systems standard - in order to monitor the grade of satisfaction for a defined panel of stakeholders (customers-students; professors; tutors; technical-administrative personnel; other stakeholders, such as for instance companies and families). The Faculty of Economics, the largest among the 13 others in the University of Turin, has more than 10.000 students (including more then 2.000 matriculated), 165 internal professors, 32 different degree courses and 8 masters. The paper includes the results of the phase of elaboration and classification of the principal feedbacks deriving from the fulfilled questionnaires and focuses on the operative procedure to get corrective and/or preventive actions for the improvement of the Faculty-University management system.

A stakeholder satisfaction analysis in the Faculty of Economics of the University of Turin

BECHIS, Marco;BIANCONE, Paolo;BOLLANI, Luigi
2008

Abstract

The stakeholders satisfaction represents an essential quality and social responsibility objective that should be included in the policy of all the organizations seeking to improve their corporate management system. In this paper it has been analysed the structure of the “system of questionnaires” applied in an organization - such as the Faculty of Economics in the University of Turin, whose Quality Management System (QMS) is conform to the ISO 9001:2000 Quality Management Systems standard - in order to monitor the grade of satisfaction for a defined panel of stakeholders (customers-students; professors; tutors; technical-administrative personnel; other stakeholders, such as for instance companies and families). The Faculty of Economics, the largest among the 13 others in the University of Turin, has more than 10.000 students (including more then 2.000 matriculated), 165 internal professors, 32 different degree courses and 8 masters. The paper includes the results of the phase of elaboration and classification of the principal feedbacks deriving from the fulfilled questionnaires and focuses on the operative procedure to get corrective and/or preventive actions for the improvement of the Faculty-University management system.
11th Toulon-Verona Conference: “Excellence in Services: Higher education; Health care; Local government; Tourism; Banking”
University of Florence, Florence
4-5 September 2008
Proceedings of the 11th Toulon-Verona Conference: “Excellence in Services: Higher education; Health care; Local government; Tourism; Banking”
University of Florence, Dipartimento di Scienze Aziendali
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9788884538550
Quality; Social responsibility; Management System; Stakeholder satisfaction; Questionnaire; Corrective and preventive action
M. BECHIS; P. P. BIANCONE; L. BOLLANI
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/2318/51161
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