Quality management evaluation in the third sector: survey research
Quality management evaluation in the third sector: survey research
Purpose – This study aims to assess the level of utilization of Quality Management (QM) practices by Brazilian Third Sector Organizations (TSO).
Design/methodology/approach – A literature review on the use of QM practices in the Third Sector was conducted. Based on this, a questionnaire was developed in the format of an exploratory survey, A total of 51 responses were obtained. Descriptive statistical analyses were performed on the data, and non-parametric tests such as Kruskal-Wallis and Mann-Whitney tests were used to compare NGOs from different sectors and the number of employees.
Findings – The results indicate that commonly used QM tools include brainstorming, flowcharts, process mapping, cause and effect diagrams, and the 5 Whys. Additionally, the most utilized QM practices are associated with top management commitment, leadership and focus, and beneficiary satisfaction. A comparison of QM tool usage across NGOs’ areas of activity reveals that the field of activity specifically impacts the utilization of the following methods and tools: DMAIC cycle, visual management, Lean Six Sigma tools, Pareto, voice of the customer, brainstorming, Gemba, and QFD. Similarly, a comparison based on the number of employees did not yield statistically significant differences.
Research limitations/implications – A limitation of the research was its focus on organizations participating in the ‘100 Best NGOs’ classification by the Doar Institute.
Originality/value – Through this research, it is evident that further studies involving QM in the third sector are necessary, with great potential for contribution to academic and organizational realms.
Survey, Quality, Third Sector
