Achieving excellence in public education center management is a means to attain higher quality in education. This can be reached by implementing performance management. This article proposes a comprehensive management tool, in the form of a balanced scorecard (BSC), for non-university public education centers, using the EFQM excellence model as a framework for the implementation, evaluation and improvement of quality. This management system brings TQM practices to education centers and is specifically designed to cater for their individual requirements. In our study, a strategic map of these organizations was devised after cause and effect relationships were identified based on their strategic objectives, and after defining the different areas in which action was required. The Delphi method enabled us to obtain a set of indicators which were identified by experts as being particularly relevant for measuring performance and monitoring strategy. Based on a qualitative analysis of the results, a BSC was drawn up. Its validity and reliability were proved by the high level of consensus reached by the experts. This tool will lead to improved efficiency in the management of educational centers, and is a valuable instrument to better understand factors that determine the performance of educational management and the achievement of excellent results.Key words: EFQM model; TQM; public education centers; balanced scorecard; Delphi method. 2 IntroductionThe international economic crisis has revealed a need for greater effectiveness in public administration in order to bring about more sustainable development. Loss of the public sector's credibility as a managing agent of citizens' wellbeing has led governmental institutions to act by applying principles of economy, efficiency and efficacy (Verbeeten & Spekle, 2015). Public education centers have been included in the process undertaken to enhance managerial efficiency and effectiveness. New Public Management (NPM) has been included as a mechanism to improve the quality of education by increasing the managerial efficacy of schools and by applying principles from the business sector to the running of education centers (Campatelli, Citti & Meneghin, 2011;Aoki, 2015). The essence of this philosophy lies in efficiency, efficacy and economy; that is, management that is capable of meeting customer (citizen) requirements at the lowest possible cost. Integrating these principles reflects the need to apply economy and efficiency criteria when using public resources, encouraging management tasks, and designing quality education projects.To promote excellent management of educational institutions, Spain has selected the European EFQM (European Foundation for Quality Management) excellence model for education as the mainstay of its total quality management (TQM) (Calvo-Mora, Leal & Roldán, 2005). Applying the TQM philosophy to an organization determines the need to monitor compliance with the established strategic objectives and, consequently, achieve management excellence, as ...
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