Dunn B, Mathews S
Cedar Foundation, Belfast, Northern Ireland, UK.
Int J Health Care Qual Assur Inc Leadersh Health Serv. 2001;14(2-3):121-5. doi: 10.1108/09526860110391595.
This paper outlines the continuous improvement journey of a voluntary organisation. The significant level of organisational growth and improving quality of services described is clearly linked to the organisation's commitment to improvement. One of the approaches used in adopting a total quality culture was the EFQM model, specifically interpreted for the voluntary sector. Until recently such an approach would have been considered alien to the sector, not least because of its origins in the business community. This article contradicts this assumption. Issues addressed include how the improvement process is driven, the use of performance measurement, external verification and the difficulties in accessing sector appropriate benchmark data. It is suggested that the pursuit of excellence is no longer optional for the voluntary sector, it is essential.
本文概述了一个志愿组织的持续改进历程。所描述的显著的组织成长水平和服务质量提升显然与该组织对改进的承诺相关联。采用全面质量文化所使用的方法之一是欧洲质量管理基金会（EFQM）模型，该模型专门针对志愿部门进行了解读。直到最近，这样一种方法还会被认为与该部门格格不入，尤其是因为它起源于商业领域。本文反驳了这一假设。所涉及的问题包括改进过程是如何推动的、绩效衡量的使用、外部验证以及获取适用于该部门的基准数据的困难。有人认为，追求卓越对志愿部门而言已不再是可有可无的，而是至关重要的。
