Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.19/2831
Título: Exploring the impacts of ISO 9001 on small- and medium-sized social service institutions: a multiple case study
Autor: Melão, Nuno
Guia, Sara
Palavras-chave: quality management
quality management systems
ISO 9001
social services
Data: Mar-2015
Editora: Routledge
Citação: Melão, N. & Guia, S. (2015). Exploring the impacts of ISO 9001 on small-and medium-sized social service institutions: a multiple case study. Total Quality Management & Business Excellence, 26(3), 312-326.
Resumo: Although there is an extensive body of literature about the implementation of the ISO 9001 standard, the study of its impacts on non-mainstream areas such as social services has received little interest. The purpose of this research is to explore the benefits, pitfalls and professional practice impacts of ISO 9001 on social services. A multiple case study of three small and medium-sized institutions certified on multiple services was conducted. The results show that (1) social services saw improvements in processes, employee motivation, internal communication and job design rather than service outcome improvements; (2) some impacts are specific to social services; and (3) the administrative workload of social workers increased, but they were better able to structure and tailor their work to the specific needs of users. This paper contributes to the understanding of implementing ISO 9001 in social service institutions. The implications and limitations are discussed together with suggestions for further research.
Peer review: yes
URI: http://hdl.handle.net/10400.19/2831
DOI: 10.1080/14783363.2013.822193
Versão do Editor: http://dx.doi.org/10.1080/14783363.2013.822193
Aparece nas colecções:ESTGV - DG - Artigos publicados em revista científica (Indexados à ISI)

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