Good Practice

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The Good Practice (GP) project, coordinated by Politecnico di Milano, currently involves 60 Italian Universities and 6 Schools of excellence on a voluntary basis.

The project aims at monitoring the level of services offered by Italian universities in terms of effectiveness and efficiency on the basis of annual surveys.

 EFFICIENCY

  • Customer Satisfaction survey: measuring how happy customers are with the services provided by conducting two anonymous surveys, one for Academics, PhD Students, and Research Fellows and one for staff;
  • Organisational well-being survey: assessing the psychological workplace climate and the knowledge of the evaluation system by conducting an anonymous survey for staff only.
     

EFFECTIVENESS

  • Evaluation of the total cost, the cost per unit, the FTE for each service provided by the IMT School based on indicators and drivers.

DATA ANALYSIS and UTILISATION

A benchmarking analysis of data is performed by Politecnico di Milano each year and is available at this link.

The Governance, the Quality Enhancement Committee, the Assessment Board and the Joint Students and Teachers Board exploit in-depth analysis when planning the improvement and development of the services provided by the School.

In the context of quality assurance and continuous improvement, Customer Satisfaction questionnaires act as a tool for listening to users and provide direct feedback about the outcome of the administrative process improvement cycle undertaken by the School.

For more information, please contact the Planning, Control and Quality Office at performance@imtlucca.it