Resumen

PEREZ, Jorge; LA ROTTA, Daniel  y  PARRA, Carlos. Leverage points to enhance the way the excellence is managed by a hospital service, focusing on the EFQM enhablers. uct [online]. 2014, vol.18, n.71, pp.11-26. ISSN 1316-4821.

Focusing on the excellence concept, any company has to stand out, taking care of both: the enablers, as well as the results finally obtained. Enablers defined by EFQM Excellence model present a variety of aspects. Traditionally, the points identified to intervene are based on extensive SWOT analysis; as well as on analytic views. But the prioritization usually is limited to the aspects that receive low levels of evaluation, ignoring the possible relations among themselves. This article proposes a methodology to identify leverage points to enhance the way the excellence is managed by a hospital service, focusing on the enablers. The study identifies the most relevant services gaps using an instrument composed by 284 items developed by the authors, using the EFQM excellence model as a reference. Based on the identification of the most critical aspects to intervene, a causal relationship map is proposed that facilitates an integral analysis of the situation. In this particular case 35 items are considered as crucial, that are then grouped in nine dimensions. These are mapped in a system structure that allows to identify one special leverage point: Foster the improvement of the stake holders management through the communication of the strategy and the systematic evaluation of the organizations performance.

Palabras clave : Leverage points; hospital service; systemic thinking; business excellence; EFQM.