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- W1569550471 abstract "Purpose – The main objective of this study is to develop a strategy for implementing various quality measurement tools as part of a continuous improvement programme in institutions for the elderly in Portugal.Design/methodology/approach – The empirical data were drawn from a survey performed in 32 institutions for the elderly, aiming to ascertain the level of knowledge of several performance measures and quality tools and their degree of implementation. Based on data and on total quality management principles, a performance measurement framework was designed and tested in two organisations.Findings – The results confirmed the existence of a relevant gap between theory and practice and also showed that innovation measures were considered the less relevant and less used. Overall, it was concluded that the degree of quality management systems implementation (a small number of institutions have a quality system certified) affects positively the success of a performance measurement system.Practical implication..." @default.
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- W1569550471 date "2009-06-12" @default.
- W1569550471 modified "2023-09-26" @default.
- W1569550471 title "Process improvement measures in social area organisations" @default.
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- W1569550471 doi "https://doi.org/10.1108/17542730910965056" @default.
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