Ruprecht B, Seyl K H
Rehabilitation (Stuttg). 1999 Feb;38(1):7-15.
Workshops for the Handicapped are exposed, as are other providers of social services, to powerful changes in social and economic conditions. Legal obligations (e.g. under the Federal Social Assistance Act BSHG), increasing customer demands and stronger competition make the ability to change a prerequisite, so that the quality and cost of providing services to the handicapped become a central theme. These changes in conditions have led the Gemeinschftswerk für Behinderte GmbH, Landstuhl, to intensively consider the themes Quality and Total Quality Management (TQM). The efforts to introduce TQM were concentrated initially on the DIN EN ISO 9000 certification of the production processes in the workshops. Currently, the themes of Integration and Care were examined. After the central processes had been identified the performance descriptions of system, structure, process, result, and steering committee were extended by process diagrams and responsibility matrixes. This paper describes the path that workshops of the Gemeinschaftswerk für Behinderte GmbH have taken towards TQM, with emphasis on presentation of the themes regarding quality of Integration and Care.
与其他社会服务提供者一样，残疾人工作坊也面临着社会和经济状况的巨大变化。法律义务（如根据《联邦社会救助法》BSHG）、客户需求的增加以及竞争的加剧，使得变革能力成为一项先决条件，因此，为残疾人提供服务的质量和成本成为核心主题。这些状况的变化促使兰施图尔的残疾人共同事业有限公司深入思考质量和全面质量管理（TQM）主题。引入TQM的工作最初集中在工作坊生产流程的DIN EN ISO 9000认证上。目前，正在研究融合与护理主题。确定核心流程后，通过流程图和责任矩阵扩展了系统、结构、流程、结果和指导委员会的绩效描述。本文描述了残疾人共同事业有限公司工作坊走向TQM的道路，重点介绍了融合与护理质量方面的主题。
