Title: The evolution of quality management in DOKPY, Magnesia – Greece: from basic quality initiatives to EFQM

Authors: Yiannis Nikolaidis, Christos Terpos

Addresses: Department of Mechanical Engineering, University of Western Macedonia, Bakola and Sialvera, 50100, Kozani, Greece. ' Department of Mechanical Engineering, University of Western Macedonia, Bakola and Sialvera, 50100, Kozani, Greece

Abstract: Quality of services has recently attracted the attention of customers and companies. ISO 9001 (2000) and, lately, EFQM excellence model (EFQM) contribute significantly to its improvement. Our paper presents the course of an organisation offering social services (DOKPY) in the |world of quality|. DOKPY has been initially introduced to quality issues through the use of basic quality techniques and tools, according to the spirit of ISO 9001 (2000). Then, the organisation has decided to follow the procedure of conformance to the 1st level of Excellence of EFQM, mainly by improving three areas of the organisation|s operation according to the criteria of EFQM. We illustrate both the actions taken and the manipulations that have been necessary to overcome the difficulties that came up. It is our belief that the experience of this process can be pilot for any similar effort in the service sector.

Keywords: ISO 9001; quality standards; European Foundation for Quality Management; EFQM; social services; Greece; Municipal Organisation of Social Welfare and Health; DOKPY; Magnesia; local government; excellence models; productivity; TQM; total quality management; service sector.

DOI: 10.1504/IJPQM.2010.032957

International Journal of Productivity and Quality Management, 2010 Vol.5 No.4, pp.384 - 400

Available online: 05 May 2010 *

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