Purpose This paper aims to present the lessons learned during the design and implementation of a quality assurance system (QAS) in an academic unit and considers the regulatory changes to institutional accreditation in Chilean higher education, the international standard ISO 21001:2018, and the stakeholders’ requirements. Design/methodology/approach This study uses an abductive approach to identify and evaluate the key factors to implementing a QAS in higher education institutions (HEI). Qualitative and quantitative data were collected through questionnaires, semistructured interviews, focus groups with stakeholders, a literature review and official institutional documents. Documents and interviews were subjected to content analysis using a process of inductive coding to identify and define topics or categories. A descriptive statistical analysis of categorical variables calculated the marginal frequency of each response. All information aided in designing the QAS for the school and its implementation plan. Findings This study highlights major challenges universities could face while implementing QAS, illuminating key principles and reflecting relevant practices. The lessons learned in this process show the importance of balancing accountability and continuous improvement while promoting a more receptive organizational culture, aligning the national and international standards in the early design stage, understanding the roles and responsibilities of the staff, having the support of a quality office and performing a gap analysis. Originality/value This work provides other HEI in need of designing and implementing a QAS with a conceptual and solid framework to integrate internal, external and international regulations of quality assurance criteria and standards. This paper could become a valuable reference for university managers, practitioners and quality professionals facing similar challenges.
Objetivo Evaluar los efectos de la implementación de una reforma de Nueva Gestión Pública (NGP) que profesionaliza los cargos de dirección, sobre el desempeño de los hospitales públicos chilenos.Métodos Se construyó una base de datos para 181 hospitales públicos chilenos con información pública del año 2015. Se determinó el efecto generado por la permanencia en el cargo de dirección de un hospital público de quien fue seleccionado a través del Sistema de Alta Dirección Pública (SADP), mediante la estimación de cuatro modelos de regresión multivariada.Resultados La permanencia en el cargo de la persona seleccionada vía SADP se asocia positivamente con variables como el número de altas, la rotación de pacientes y la tasa de ocupación, denotando una mejora en la rentabilidad de los recursos disponibles. No se encuentra una relación significativa entre dicha variable y la disminución de la letalidad.Conclusiones Este trabajo proporciona evidencias acerca de los efectos sobre el desempeño de una reforma inspirada en la NGP, en particular, se muestra que la incorporación de profesionales con capacidad de gestión en cargos de alta dirección en hospitales públicos chilenos mejora su desempeño, relevándose la importancia del perfil profesional de quienes dirigen este tipo de organizaciones y recomendando ampliar el periodo de nombramiento de estos cargos.
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