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Excellence models in the public sector. Relationships between enablers and results

Hendry Raharjo (Department of Technology Management and Economics, Chalmers University of Technology, Göteborg, Sweden)
Roberta Guglielmetti Mugion (Department of Business Studies, Roma Tre University, Rome, Italy)
Henrik Eriksson (Department of Technology Management and Economics, Chalmers University of Technology, Göteborg, Sweden)
Ida Gremyr (Department of Technology Management and Economics, Chalmers University of Technology, Göteborg, Sweden)
Laura Di Pietro (Department of Business Studies, Roma Tre University, Rome, Italy)
Maria F Renzi (Department of Business Studies, Roma Tre University, Rome, Italy)

International Journal of Quality and Service Sciences

ISSN: 1756-669X

Article publication date: 16 March 2015

Abstract

Purpose

The purpose of this study is to identify possible correlations between the stated “enablers” and “results” in excellence models, and to explain how different variables contribute to the “enablers” and “results”. A cross-case study of two different excellence models, the Common Assessment Framework (CAF) in Italy and the Swedish Institute for Quality (SIQ) model for performance excellence, is proposed.

Design/methodology/approach

The study is based on the evaluation of assessment reports of public organizations across two countries, Italy and Sweden. Canonical correlation was used for data analysis. Two hypotheses were formulated: There is a correlation between “enablers” and “results” in the CAF model, and there is a correlation between “enablers” and “results” in the SIQ model.

Findings

The results show that the hypotheses are supported. It turned out that the correlation is higher for the SIQ model than for the CAF model. For the CAF model, “strategy and planning” is the main contributor to the “enablers”, and for the SIQ model, “human resource development” is the main contributor. For the “results” set, similar criteria provide the strongest contributor for both models; these are “customer/citizen-oriented results” for the CAF and “customer satisfaction” for the SIQ.

Originality/value

The paper contributes to the knowledge gained from a cross-case analysis of two different excellence models applied in public sector organizations, the CAF in Italy and the SIQ model for performance excellence in Sweden. The paper also contributes to an ongoing discussion of a need of excellence models being adapted specifically for the public sector; from this study, no support for such a sector-specific model is shown.

Keywords

Citation

Raharjo, H., Guglielmetti Mugion, R., Eriksson, H., Gremyr, I., Di Pietro, L. and Renzi, M.F. (2015), "Excellence models in the public sector. Relationships between enablers and results", International Journal of Quality and Service Sciences, Vol. 7 No. 1, pp. 120-135. https://doi.org/10.1108/IJQSS-01-2015-0011

Publisher

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Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited