Innovative Model of Management and University Quality through Results Indicators; the KPI’s Cross Impact Matrix of the Universidad Bernardo O’Higgins

Currently, higher education faces the great challenge of promoting the enduring improvement of its actions, and thus achieve not only satisfaction and integral formation of its students, but also a permanent growth and institutional development. At the World Conference of Higher Education, CMES 2009, the subject of quality and university management was emphasized, understanding that both favor the decision-making that directly benefits the continuous progress by incorporating mechanisms and instruments that ensure quality, such as: the hiring of qualified personnel, the optimization of resources and the accomplishment of institutional goals. The Universidad Bernardo O’Higgins has defined and specified in its 2016-2020 institutional strategic plan, strategic objectives and indicators that show their degree of effectiveness through a Balanced Scorecard System. For this, it was necessary to select and specify indicators of relevant performance (KPIs) which would allow to execute a more specific follow up to overall performance and results. By using a similar methodology to the Dupon analysis a crossed-impact matrix was designed, which classified the 31 identified indicators in 4 KPIs of general matrix performance that allowed to systematically evaluate the institution and assess its integral overall performance by looking at only 4 indicators referring to the degree of advancement and institutional quality. Thus, achieving the study’s goal by designing and implementing a modern management model sustained in key indicators that might influence the institutional quality, measured through the institutional and careers accreditation and the correlation analysis between years and accreditation areas and the selected indicators.