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Implementing basic quality techniques in social services: the case of DOKPY, Magnisia, Greece

The quality of products constitutes an important factor that influences the preferences of customers. Recently, there has been great interest specifically for the quality of services. This positive development is still moderated by the 'immaturity' of the whole 'system', i.e. by the undeniable lack of experience of those involved in the improvement of the quality of services (executives, consultants etc.) and the fact that few systems of quality management have been implemented in services. In our research, we present the effort of implementing selected principles, techniques and procedures of quality (mainly according to ISO 9001 (2000), which gives emphasis to the quality of services) in an organisation that offers 'social' services. We show not only the difficulties but also the remarkable effectiveness of such an undertaking. In addition, we draw some useful conclusions for any relevant effort.