Level of quality management in the Municipal Sports Services, contrast trough EFQM Excellence Model

Quality Objectives in Standardized Quality Management Systems

BACKGROUND AND OBJECTIVES

The effectiveness of a quality management system consistent with the ISO 9001 standard depends on how quality objectives are established and pursued. The aims of this article are to identify quality objectives in selected certified organizations providing medical services, assess their compliance with the requirements of the ISO 9001 standard, and determine factors influencing such objectives.

METHODS

The first theoretical part of the article is based on a systematic literature review. The empirical part contains an analysis of documentation related to quality management systems and conducted audits. The data were collected during 42 quality management system audits conducted in 16 health care organizations in the years 2015-2020. Uncategorized interviews were conducted with quality management system representatives. The data were verified by interviews with 6 management system auditors having at least 15 years' experience in auditing health care organizations. The assessment of the methodological correctness is based on the ISO 9001:2015 standard criteria.

RESULTS

The most frequently formulated quality objectives include improving customer satisfaction, task-based objectives related to planned works, improvements, and development of new medical services. The quality objectives fulfill the requirements of the ISO 9001 standard. However, they are not ambitious. The most significant factors influencing the processes of goal setting are economic (financial incentives, available resources for modernization), social (community needs), and managerial (the scope of performed analyses, the quality of the audit process, and the calculation of necessary effort).

CONCLUSIONS

Health care organizations need to pursue more ambitious objectives, intensify the use of performed medical analyses, and integrate quality objectives into management remuneration systems.

Análisis de la satisfacción laboral percibida por los trabajadores pertenecientes al sector deportivo: una revisión sistemática

El objetivo de esta investigación fue realizar una revisión sistemática sobre de la información científica existente referente a la satisfacción laboral percibida por el trabajador o profesional de entidades deportivas. La presente revisión sistemática siguió las consideraciones establecidas por Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA). En la presente revisión sistemática se incluyeron los estudios publicados cuya temática estuviera relacionada con la satisfacción laboral del trabajador o profesional en el ámbito deportivo y especialmente en los servicios deportivos municipales. Tras un primer análisis de trabajos donde se identificaron 168 artículos, se excluyeron aquellos que no cumplieran los criterios de inclusión (n = 147) y así, se obtuvo la selección definitiva de 18 artículos. Los resultados de este estudio parecen indicar que la satisfacción laboral de los trabajadores o profesionales de entidades deportivas en su mayoría es moderada, y que además pueden existir diferencias en función del sexo, del tipo de trabajo y del sector (público o privado) al que pertenezcan. Por otro lado, de los resultados analizados en la presente revisión sistemática se desprende que no existe uniformidad en los sistemas de evaluación para medir la satisfacción laboral de los trabajadores. 

An assessment of a municipal physical activity programme for seniors based on the EFQM model: Integrating the views of internal and external stakeholders

The growing proportion of senior citizens and the importance of encouraging active well-ageing behaviours explain the increasing efforts carried out by governments to develop exercise programmes particularly targeted to this group. The complexity associated with the running of these programmes and the resources committed make their quality assessment essential. The aim of the current paper is to validate and refine the use of the EFQM model in this context. A programme of a medium-sized municipality of the Centre region of Portugal was used as a case study to evaluate the adequacy and relevance of the EFQM model and to identify the strengths and weaknesses of the current programme based on the data collected from service users, instructors, municipal leaders and programme partners. High levels of customer satisfaction and loyalty, together with the clarity of programme mission and strategy emerged as main areas of strength. On the other hand, insufficient attention to the measurement of people satisfaction, as well as the leaders' failure of to show appreciation for the efforts developed by the programme instructors are key areas for improvement.