Procedure to define Key Performance Indicators for quality assurance: The Global Indian International School (GIIS) case study

Considering the central role that education plays in society and its need for continuous improvement, the objective of this thesis is to develop a structured procedure, based on previous studies, aimed at defining Key Performance Indicators (KPIs) for a generic school. Subsequently, the devised procedure will be applied to a specific institute: the Global Indian International School (GIIS), located in Tokyo. The roots of the procedure lie in the commitment of top management, as well as in a comprehensive study of the external environment. This study includes analyzing the school’s stakeholders, which comprises their identification, prioritization, and the understanding of their expectations and wants; identifying the regulations that must be fulfilled to operate within the sector; and, committing to the Sustainable Development Goals (SDGs). Consequently, thanks to the findings from the previous step, it will be possible to define the mission and vision of the business under examination. This involves identifying the purpose of the company and its desired future, which, in turn, helps addressing the shared beliefs, namely its core values. Subsequentially, the business processes are analyzed, through their identification, prioritization, and mapping. Before proceeding with the definition of the KPIs, which is the aim of the thesis, it is vital to assess the current system used to measure the performances, with the aim of retaining the positive aspects and overcoming the criticalities. The Environmental, Social, and Governance (ESG) approach will be utilized when defining the new performance indicators of the school. Additionally, the framework proposed considers different time frames and ensures the possibility of benchmarking the company’s performances with those of other businesses. In conclusion, the thesis highlights the importance of defining appropriate indicators and measuring performances accordingly; in addition, it illustrates how different management tools and techniques can be applied in the school context. However, further studies are necessary to carefully evaluate the benefits achievable through their application. Finally, the ESG approach emphasizes the importance of measuring areas that differ from the financial one, specifically social, environmental and governance aspects need to be taken into account in the formulation of a comprehensive framework for performance evaluation.