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Practice:Consortium of the Associated Centre of the UNED (National University of Distance Education)

From CAF Network

DescriptionDescription of practice

In relation to the systematic monitoring of the results of the organization with its main stakeholders, the centre has developed, with each of the stakeholders, tailored Balanced Scorecards (BSC) that represent a shared strategy and that they use as evaluation and decision-making tools. Its systematic use has generated a shared culture, oriented to results, which is evident in the development of plans, projects and program contracts in which all stakeholders are involved.

This practice is related to how to manage the main objectives and results of the University Centre of the UNED in Tudela (Spain), share them and make decisions with their main interest groups, which are the students, the sponsoring Trustees (Headquarters of the UNED, Government of Navarre and City Council of Tudela), the people who work in the Centre (leaders, teachers and technicians) and the social environment where the University Centre operates.

The Centre has developed an Internal Quality Assurance System for Management based on the CAF and the university system AUDIT, which serves as a reference for the 63 Associated Centres of the UNED throughout the state. In a self-assessment conducted with the CAF model, the need was observed for the main stakeholders to have quantitative strategic information, tailored to their needs and expectations, in order to quickly visualize the evolution of the results they consider relevant and thereby facilitate decision-making and trust in the institution.

Innovative approachesInnovative approaches of the practice

The initial design has had three review and improvement cycles based on the CAF and is currently operated with each one of the stakeholders in a special way and adapted to their characteristics, interests and times. We explain the four BSC.

1. -BSC WITH THE ASSOCIATED CENTERS NETWORK (INTER-CENTRES): From UNED Tudela a computer application is facilitated and managed so that each University Centre of the UNED network can access a BSC with the data of the generic indicators of common results to them, being able to visualize objectives, results, comparisons and good practices contributed by 65% of the Centres at present.

We work in collaboration with the Quality Committee of Associated Centres of the UNED. The update of its functionality is annual. The satisfaction of the Directors of Associated Centres with the way of sharing results in the Internal Quality Assurance System is 90% of the participants in a survey.

2. - BSC WITH MEMBERS OF THE BOARD OF TRUSTEES AND STUDENTS: The Centre's leaders generate, each year, a BSC with the main objectives to achieve in the Academic field, University Extension, Quality in Management and Social Responsibility, Technology and Personnel. It is called Annual Management Plan.

It is managed through a computer application. The Directorate conducts quarterly follow-up in leadership meetings and biannual follow-up in Board of Trustees meetings. The average achievement of results is 95%. It is published on the website (Transparency section). The satisfaction of the Patrons with the information is 100%, the last four years.

3. - BSC WITH EACH LEADER FOR THE CENTER'S AREA AND PERSONNEL: The areas mentioned above have enough identity and development to have their own strategic reflection and, therefore, specific BSC and integrated into the Centre's Multi-Year Plans and annual Management Plan.

They are managed by the leaders, also with the qProcesses technology. The individual follow-up is monthly by each leader, and quarterly is shared in face-to-face meetings of leaders. All areas of the Centre carry it out. The satisfaction of people with the knowledge of objectives is between 94% and 100% in the last four years.

4. - BSC WITH MANAGEMENT TEAM: In addition to controlling the evolution of the previous multi-year BSC and the previous BSC, the management team has designed a summarized BSC, based on the strategic critical factors, and oriented to the evolution of competitiveness and innovation.

The related information is discussed in the weekly meetings with each leader. The external evaluation team of the Iberoamerican Prize has scored the Strategy and Global Results criteria in the range 760 - 800 points.

Results and outcomesResults and outcomes of the CAF implementation

The different stages of this project have involved learning that has been shared by people in the work teams and, especially, in the CAF self-assessments prior to external evaluations.

One can cite, for example, the importance of each stakeholder perceiving the relevance of the set of results presented, the harmony with its own strategy and the usefulness for decision-making.

Another aspect that we have learned and valued is related to the help provided by new technologies both to the optimization of management and to internal and external communication.

A third aspect is related to the importance of redirecting efforts and strategies to achieve some complex objectives and that, without the systematic monitoring of results, would not have been achieved.

A fourth aspect focuses on the fact that the incorporation of the results of all the groups of interest in each BSC contributes to having a perception of the diversity of impacts that each area must achieve.

Finally, a more human aspect is the recognition that all areas can achieve relevant results and that the involvement of people in working with clients and, simultaneously, in strategic development allows us to provide a good service, advance in the management and carry out high value projects.

Further informationFurther information of the practice

This is an application form for a Good Practice Case for the 8th European CAF-User Event.
Consortium of the Associated Centre of the UNED (National University of Distance Education) PageIDUnique ID of the page: 176
Consortium of the Associated Centre of the UNED (National University of Distance Education)
YearYear 2018
CountryCountry of the practice Spain
CityCity, town or village Tudela
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Consortium of the Associated Centre of the UNED (National University of Distance Education)
Type of organisationType of organisation Other
Function of organisationFunction of organisation Education
Size of organisationSize of organisation
Level of governmentLevel of government Central Government (national, federal)
OrganisationName of Organisation Consortium of the Associated Centre of the UNED (National University of Distance Education)
DepartmentDepartment of the organisation
AddressAddress of the organisation Calle Magallón 842° 3' 47.93" N, 1° 36' 14.18" W
ZIPZIP code (postal code) 31500
CityCity, town or village Tudela
WebsiteLink to the Website of the Organisation
EmailEmail of Organisation
PersonName of contact person Luis Fernández Rodríguez
Job titleJob title of the contact person Sr. D.