The multicriteria method MUSABE (MUlticriteria Self Assessment for Business Excellence) to measure and analyse an organisation's performance is presented in this paper. The MUSABE method is based on the principles of Multicriteria Analysis and assumes that the performance of an organisation on a set of discrete criteria, representing the effectiveness of the procedures it uses, can define its global performance. On the other hand, the decomposition of these criteria can explain the reasons for the achieved performance. The proposed methodology consists of an integrated framework of evaluation criteria based on international self-assessment models, of an analytical procedure to implement self assessment and of a set of quantitative tools assisting with better analysis of the results. The performance of the organisation on the discrete set of criteria is based on the perceptions of different stakeholders who are affected by particular services of the organisation and are collected through specialised questionnaires. The main advantages of the MUSABE method concern the existence of a specifically defined procedure to implement self assessment, the easy analysis of the causes for the achieved performance contributing to the development of effective action plans and the ability to implement different parts of the criteria framework to benchmark important sectors.

Volume 21

Número 11-12