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INT-002 Measuring performance of management: relevancy of creating a score from internal satisfaction survey
  1. ML Mottier,
  2. F Sadeghipour
  1. CHUV, Pharmacy, Lausanne, Switzerland


Background A new version of the management standard ISO 9001:2015 has introduced the concept of interested parties (person or organisation) that can affect, be affected by or perceive itself to be affected by a decision or activity. Among these interested parties, staff satisfaction with management appeared relevant to follow during the management review.

Purpose As there is no performance indicator about management, we created a score built on our 3 year satisfaction survey.

Material and methods This survey was carried out in the second quarter of 2014 and included 91 questions on satisfaction of the collaborators. 78 closed questions (5 point Likert scale) were combined and used to calculate a score under the headings of management (such as perception of their unit situation and its development over time), feeling properly informed, quality of working conditions, professional training access and sense of well being. The score was calculated by creating variables with Sphinx IQ software. The results were expressed as a percentage of the maximum obtainable score.

Results Management score consisted of questions from the following thematic: ‘organisational strategy–management’ and ‘communication’. The average satisfaction for the survey was 63% (6.3/10) with a participation rate of 54% (48/88). Thematic analysis awarded a global score of 70% for management (=75.9/109 of maximum score). The score was consistent with other thematics with the exception of professional training access (65%=10.4/16). These results were stratified by seniority, age and job in order to study biases.

Conclusion Building a score by thematic allowed easier and concise reading of results for this type of survey. Studying this thematic of management was highly instructive and completed the analysis of general satisfaction. Therefore, this score integrated our annual management review as a performance indicator and will be followed every 3 years. To supplement this follow-up, we also created a simplified index that each collaborator fills during the individual annual evaluation.

References and/or acknowledgements Standard quality management systems–requirements ISO-9001:2015.

No conflict of interest

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