MEMORIA DE TESIS DOCTORAL - RiuNet - Universidad Politécnica ...

SUMMARY OF THE THESIS
Title: “Model of evaluation and diagnosis of management excellence based on the
Balanced Scorecard and the EFQM Excellence Model ® . Application to financial entities”
Author: Ana Mª Martínez-Vilanova Martínez
Director: Dr. D. Manuel Rodenes Adam
This thesis is part of the investigation project SOCOTE financed by CICYT under
reference number DPI2002-04342-C05-5 and titled “Design and implementation of a
decision support system of process management”. This project has been managed by the
research group ITIO, which belongs to the Department of Business Organization, and
INECO (Centre of Economic Engineering) of the Polytechnic University of Valencia in
cooperation with AITEX (Association of the Textile Industry), ITI (Institute of Information
Technology), CONFEVAL (Confederación de Cooperativas de Valencia) and the
Organization of the Rural Banks of the state of Valencia. Furthermore University of Murcia,
University of Cantabria and Polytechnic University of Cataluña are involved.
This research develops a self-diagnosis tool based on the Balanced Scorecard Model
and a modified EFQM Excellence Model ® for small and medium businesses. The purpose is
to identify and single out critical variables and thereby assist in making decisions in the
managerial process. It is a continuation of previous research projects to provide small and
medium businesses with a tool for self-diagnosis of cause variables (Leadership, Policy and
Strategy, Quality of Sales Management, People, Partnerships and Resources, Information
Management, and Processes) and effect variables (Customer Results, Sales Management
Results, People Results, Society Results and Key Performance Results).
A detailed revision of the bibliography on models and related projects has been
made, adapting the research to financial entities. The field work has been carried out by
an automated system using the Internet. Twenty five financial entities have participated in
the survey. This tool provides immediately a diagnosis of each entity with respect to the
Balanced Scorecard and the EFQM Excellence Model ® .
The hypothesis of the relationship between cause and effect in both models were
verified.
In addition the strategic profiles corresponding to the value proposal for the client
(Operational Excellence, Product Leadership and Customer Intimacy) and the actual
situation of the three strategies of each entity have been analysed.
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