Best practice Cases of the 4th Quality Conference for Public Administration in the EU
How a strategic focus on a customer orientation approach resulted in a considerable reduction of the student drop-out rate.
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Country: |
Denmark |
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Organisation: |
SKT |
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www homepage: |
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Contact person: |
Bo Danielsen |
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Address: |
Vennelyst Boulevard 9, DK-8000 Aarhus C |
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E-mail: |
bdaniel@skt.au.dk |
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Phone: |
+45 8942 4203 |
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Fax: |
+45 8942 4256 |
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Level: |
Local |
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Sector: |
Education, culture and research |
Short description of the case:
Student drop-out causes economical and human loss for the affected students, the society and the educational institution. In order to reduce the loss from student wastage did we assign attention and resources to deal with this issue. The management works along the lines described in the EFQM Excellence model. Goal for the desired reduction in drop-out rate was set. A target group was established. The group analysis the factors contributing to the student wastage and planned a multitude of efforts meant to reduce the drop-our rate. Many different new initiatives and improvements of present activities and processes were initiated. The approach was highly customer oriented. After only 2 years was the drop-out rate reduced from 40% to 17%.
Main feature of the case:
- Developing and managing processes
- Evidence-based performance improvements
Key words:
EFQM Excellence, education, results, performance, improvements, processes, strategy
Further information:
Long case description (PDF-form)
Case presentations (PDF-form)