A process management benchmarking model for higher education institutions

This research presents a multicriteria benchmarking participatory model able to classify Federal Higher Education Institutions (FHEIs) into three levels of process management maturity.

Design/methodology/approach:

The research was conducted into three stages: (i) assessment model development using the Delphi technique, (ii) data collection through a self-assessment process, and (iii) classification of the FHEIs using PROMSORT.

Findings:

The results showed that, regardless of the adoption of an optimistic or pessimistic perspective, most FHEIs (51.6% in the optimistic perspective and 54.8% in the pessimistic one) were classified as regular. It is also noteworthy that approximately 80% of the research participating FHEIs maintained their classifications in the sensitivity analysis. Among the six alternatives that presented classification variations, only three varied significantly, confirming the results obtained stability.

Research limitations/implications:

The use of a participatory approach promotes a consistent benchmark in terms of indicators and metrics to measure performances.

Practical implications:

PROMSORT provided flexibility to the model, since it is possible to modify the parameters and thresholds in order to adjust the model strictness.

Originality/value:

The development of a model through which the Federal Higher Education Institutions (FHEIs) can be continually evaluate their process management maturity level.

Keywords:
PROMSORT; Delphi technique; Multi-criteria Decision Aid (MCDA); Participatory approach; Public administration

Expert	Educational degree	Position	BPM experience (years)
E1	Specialist Degree	Accountant	3
E2	Master's Degree	I.T. Analyst	11
E3	Master's Degree	Production Engineer	10
E4	Specialist Degree	Manager	3
E5	PhD	I.T. Analyst	5
E6	Master's Degree	Process and Risk Coordinator	2
E7	PhD	I.T. Analyst	2

Universidade Federal de Santa Maria Avenida Roraima nº 1000, Prédio 74C, Sala 4210 - Cidade Universitária - Centro de Ciências Sociais e Humanas (CCSH) - Universidade Federal de Santa Maria (UFSM), Cep: 97105-900, Tel: +55 (55) 3220-9242 - Santa Maria - RS - Brazil
E-mail: rea@ufsm.br

Acompanhe os números deste periódico no seu leitor de RSS

[1] Authors

1 - Matheus de Melo Mendonça Institution: Universidade Federal Rural do Semi-Árido, Mossoró, Rio Grande do Norte, Brazil. Bachelor’s degree in industrial engineering from Universidade Federal Rural do Semi-Árido E-mail: matheus123m@hotmail.com

Preference degree	$π (a, b) = \sum_{j = 1}^{k} P_{j} (a, b) W_{j}$
Preference degree	$π (b, a) = \sum_{j = 1}^{k} P_{j} (b, a) W_{j}$
Positive flow	$ϕ^{+} (a) = \frac{1}{n - 1} \sum_{x \in A} π (a, x)$
Negative flow	$ϕ^{-} (a) = \frac{1}{n - 1} \sum_{x \in A} π (x, a)$
Net flow	$ϕ (a) = ϕ^{+} (a) - ϕ^{-} (a)$

a is preferred to bh if:	$ϕ^{+} (a) > ϕ^{+} (b h) a n d ϕ^{-} (a) < ϕ^{-} (b h), o r ϕ^{+} (a) = ϕ^{+} (b h) a n d ϕ^{-} (a) < ϕ^{-} (b h), o r ϕ^{+} (a) > ϕ^{+} (b h) a n d ϕ^{-} (a) = ϕ^{-} (b h)$
a is indifferent to bh if:	$ϕ^{+} (a) = ϕ^{+} (b h) a n d ϕ^{-} (a) = ϕ^{-} (b h)$
a is incomparable to bh if:	$ϕ^{+} (a) > ϕ^{+} (b h) a n d ϕ^{-} (a) > ϕ^{-} (b h), o r ϕ^{+} (a) < ϕ^{+} (b h) a n d ϕ^{-} (a) < ϕ^{-} (b h)$

Outranking character	$d_{k}^{+} = \sum_{x \in X_{t}} (ϕ (a) - ϕ (x))$
Outranked character	$d_{k}^{-} = \sum_{x \in X_{t + 1}} (ϕ (x) - ϕ (a))$
Distance function	$d_{k} = \frac{1}{n_{t}} d_{k}^{+} - \frac{1}{n_{t + 1}} d_{k}^{-}$
Comparative relations for classification	$If d_{k} > b a \in C_{t + 1} If d_{k} < b a \in C_{t}$