Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.19/4573
Título: Quality Management and Excellence in the third sector: examining European Quality in Social Services (EQUASS) in non-profit social services
Autor: Melão, Nuno Filipe
Maria Guia, Sara
Amorim, Marlene
Palavras-chave: quality management systems
third sector
social services
human services
Data: 2017
Editora: Taylor & Francis
Citação: Melão, N. F., Maria Guia, S., & Amorim, M. (2017). Quality Management and Excellence in the third sector: examining European Quality in Social Services (EQUASS) in non-profit social services. Total Quality Management & Business Excellence, 28(7-8), 840-857.
Resumo: Third sector organisations are increasingly pressured to implement Quality Management and Excellence programmes. However, there is a paucity of literature investigating the impacts of such programmes. This research discusses the benefits, pitfalls, and professional practice effects of the implementation of the European Quality in Social Services (EQUASS) certification in non-profits. It uses a qualitative multiple case study approach of four Social Services Organisations (SSO) that have adopted the Assurance and Excellence levels of EQUASS. The findings indicate evident enhancements in process quality, whereas service outcome improvements or economic benefits were unclear. Although some impacts are specific to EQUASS Assurance and Excellence, they are consistent in many ways with those of ISO 9001 and the European Foundation for Quality Management Excellence model, respectively. The practice of social workers became more systematic and user centric, while their workload and time management difficulties also increased. Overall, the EQUASS certification may generate benefits that offset costs, but some challenges remain if quality of service/life is to clearly improve in SSO.
Peer review: yes
URI: http://hdl.handle.net/10400.19/4573
DOI: 10.1080/14783363.2015.1132160
Versão do Editor: http://www.tandfonline.com/doi/full/10.1080/14783363.2015.1132160
Aparece nas colecções:ESTGV - DG - Artigos publicados em revista científica (Indexados à ISI)

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