Quality Management and Excellence in the third sector: examining European Quality in Social Services (EQUASS) in non-profit social services. (7th June 2017)

• Record Type: Journal Article
• Authors: Melão, Nuno Filipe; Maria Guia, Sara; Amorim, Marlene
• Is Part Of: Total quality management & business excellence. Volume 28:Number 7/8(2017)
• Page Start: 840
• Page End: 857
• Publication Date: 2017-06-07
• Subjects: Quality Management systems -- Excellence -- third sector -- social services -- human services -- non-profit -- disability; Total quality management -- Periodicals; Quality control -- Periodicals; Quality assurance -- Periodicals; Production management -- Quality control -- Periodicals; 658.401305
• DOI: 10.1080/14783363.2015.1132160
• Languages: English
• ISSNs: 1478-3363

Abstract

Abstract : 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.