The social dimension of quality management: analysis of of an organization based on EFQM model

Abstract

Purpose: The aim of this study is demonstrating the importance of soft aspect within quality management in a private organization. Bearing this in mind, the first part of the essay establishes the evolution of quality with the main specialists’ theories about quality and their different perspectives. Later, the distinctions between soft aspects and hard aspects in relation to quality management are indicated. Following this line, soft aspects and their models used to their application in the total quality management are analyzed. Specifically, the model EFQM is highlighted and the soft aspects that take part of this model are assessed, evaluation a private organization with these aspects. Design/Methodology: This dissertation establishes a theoretical revision of quality, highlighting its soft and hard aspects. The European Business Excellence Model (EFQM) is taking as reference in order to be applied in a private organization. Findings: Soft aspects of quality are analyzed. These are assessed throughout the correspondent questions from Self-evaluation Questionnaire in the enterprise Nayar Systems S.L., revealing their own commitment. This study shows the enterprise is under business excellence and has to improve some aspects related to employees’ careers and the motivation methods.