Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters
Autor(a) principal: | |
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Data de Publicação: | 2018 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.19/7947 |
Resumo: | 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 |
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Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adoptersQuality management systemsThird sectorSocial servicesEQUASS AssurancePurpose – 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 practiceRepositório Científico do Instituto Politécnico de ViseuMelão, NunoAmorim, MarleneMarimon, FredericAlegre, Inés2023-09-26T09:27:49Z2018-02-052023-07-27T10:39:34Z2018-02-05T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.19/7947engMelão, N. F., Amorim, M., Marimon, F., & Alegre, I. (2018). Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters. International Journal of Quality & Reliability Management, 35(2), 354–372. https://doi.org/10.1108/IJQRM-10-2016-01870265-671Xcv-prod-26373110.1108/ijqrm-10-2016-01872-s2.0-85041497611metadata only accessinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-09-30T02:30:37Zoai:repositorio.ipv.pt:10400.19/7947Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T20:31:47.363947Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters |
title |
Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters |
spellingShingle |
Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters Melão, Nuno Quality management systems Third sector Social services EQUASS Assurance |
title_short |
Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters |
title_full |
Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters |
title_fullStr |
Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters |
title_full_unstemmed |
Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters |
title_sort |
Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters |
author |
Melão, Nuno |
author_facet |
Melão, Nuno Amorim, Marlene Marimon, Frederic Alegre, Inés |
author_role |
author |
author2 |
Amorim, Marlene Marimon, Frederic Alegre, Inés |
author2_role |
author author author |
dc.contributor.none.fl_str_mv |
Repositório Científico do Instituto Politécnico de Viseu |
dc.contributor.author.fl_str_mv |
Melão, Nuno Amorim, Marlene Marimon, Frederic Alegre, Inés |
dc.subject.por.fl_str_mv |
Quality management systems Third sector Social services EQUASS Assurance |
topic |
Quality management systems Third sector Social services EQUASS Assurance |
description |
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 |
publishDate |
2018 |
dc.date.none.fl_str_mv |
2018-02-05 2018-02-05T00:00:00Z 2023-09-26T09:27:49Z 2023-07-27T10:39:34Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.19/7947 |
url |
http://hdl.handle.net/10400.19/7947 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
Melão, N. F., Amorim, M., Marimon, F., & Alegre, I. (2018). Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters. International Journal of Quality & Reliability Management, 35(2), 354–372. https://doi.org/10.1108/IJQRM-10-2016-0187 0265-671X cv-prod-263731 10.1108/ijqrm-10-2016-0187 2-s2.0-85041497611 |
dc.rights.driver.fl_str_mv |
metadata only access info:eu-repo/semantics/openAccess |
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metadata only access |
eu_rights_str_mv |
openAccess |
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application/pdf |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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