The pursuit of excellence is not optional in the voluntary sector, it is essential.
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.
Dunn
B
B
Cedar Foundation, Belfast, Northern Ireland, UK.
Mathews
S
S
D000203:Activities of Daily Living; D003159:Community-Institutional Relations; D003258:Consumer Behavior; D006233:Persons with Disabilities / Q000523:psychology / Q000534:rehabilitation; D006801:Humans; D007588:Job Satisfaction; D017146:Models, Organizational; D009660:Northern Ireland; D009937:Organizational Objectives; D016134:Organizational Policy; D016730:Program Development; D019984:Quality Indicators, Health Care; D017749:Total Quality Management / Q000458:organization & administration*; D014837:Voluntary Health Agencies / Q000458:organization & administration / Q000592:standards*