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Quality management systems in European social service organizations.

Author: Nuno Filipe Melão; Marlene Amorim; Frederic Marimon; Inés Alegre
Publisher: [Bingley] : Emerald Group Publishing Limited, 2018.
Edition/Format:   Downloadable article : Document   Computer File : English
Publication:International journal of quality & reliability management
Summary:
Abstract : Purpose: The purpose of this paper is to analyze from an adopters' perspective the European Quality in Social Services (EQUASS) Assurance standard, a certification program to implement a quality management (QM) system specifically tailored to European social service organizations (SSO). Specifically, it analyzes the motives, internalization, impacts, satisfaction, and renew intentions of this standard.  Read more...
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Details

Material Type: Document, Internet resource
Document Type: Internet Resource, Article, Computer File
All Authors / Contributors: Nuno Filipe Melão; Marlene Amorim; Frederic Marimon; Inés Alegre
ISSN:0265-671X
OCLC Number: 1051398179
Notes: In: International journal of quality & reliability management, Vol. 35, no. 2 (2018), p.354-372.
Description: 1 online resource

Abstract:

Abstract : Purpose: The purpose of this paper is to analyze from an adopters' perspective the European Quality in Social Services (EQUASS) Assurance standard, a certification program to implement a quality management (QM) system specifically tailored to European social service organizations (SSO). Specifically, it analyzes the motives, internalization, impacts, satisfaction, and renew intentions of this standard. Design/methodology/approach: The research uses a cross-sectional, questionnaire-based survey methodology with both closed and open-ended questions. Of the 381 organizations contacted, 196 responses from eight different European countries were considered valid (51.4 percent). Descriptive statistical techniques and content analysis were employed to analyze closed- and open-ended questions, respectively. Findings: The results show that SSO typically implement the certification for internal reasons, internalize EQUASS Assurance principles and practices in daily usage, obtain mainly operational and customer benefits, and consider main pitfalls such as increased workload and bureaucracy. Around 85 percent of the respondents are very satisfied or satisfied with the standard, which suggests that it meets their needs. The intention to renew the certification is also encouraging, but the final decision may be contingent on several aspects. Overall, the results reveal a rather optimistic picture, though there are some reasons for concern. Originality/value: Recent years have seen many social services implementing QM systems, but there have been few studies investigating this phenomenon. Social service managers, consultants, auditors, and the EQUASS certification body can find in this work valuable information to make their practice more effective. This is the first study to report the results of an EQUASS survey in a scholarly journal.

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