Environment, difficulty and consequences of the implementation of a total quality management system

Abstract

Matia Fundazioa, a non-profit organisation, has been rendering social and health services based on a humanistic approach , and targeting the elderly, since 1888. Since tire beginning of 1998 it Iras tackled the question of ongoing improvement in its organisation. This article explains the steps taken to obtain the ISO certiftcation in all its centres and services, this laying tire foundations to implement the improvement process. The organisation will subsequently be managed by processes following the European EFQM model. There is also a process in place for improving all services and people across the organisation, with a view to achieving all itsobjectives.