Title: Implementing basic quality techniques in social services: the case of DOKPY, Magnisia, Greece
Authors: Yiannis Nikolaidis
Addresses: Research Associate, Department of Mechanical Engineering, Aristotle University of Thessaloniki, 54124 Thessaloniki, Greece
Abstract: The quality of products constitutes an important factor that influences the preferences of customers. Recently, there has been great interest specifically for the quality of services. This positive development is still moderated by the |immaturity| of the whole |system|, i.e. by the undeniable lack of experience of those involved in the improvement of the quality of services (executives, consultants etc.) and the fact that few systems of quality management have been implemented in services. In our research, we present the effort of implementing selected principles, techniques and procedures of quality (mainly according to ISO 9001 (2000), which gives emphasis to the quality of services) in an organisation that offers |social| services. We show not only the difficulties but also the remarkable effectiveness of such an undertaking. In addition, we draw some useful conclusions for any relevant effort.
Keywords: quality management systems; quality techniques; social services; service quality; ISO 9001; quality standards.
International Journal of Services Technology and Management, 2006 Vol.7 No.4, pp.383 - 402
Available online: 03 Oct 2006 *Full-text access for editors Access for subscribers Purchase this article Comment on this article