To read the full version of this content please select one of the options below:

ISO 9001 and residential homes for the elderly: a Delphi study

Iñaki Heras (The University of The Basque Country, Bilbao, Spain)
Ernesto Cilleruelo (The University of The Basque Country, Bilbao, Spain)
Jon Iradi (The University of The Basque Country, Bilbao, Spain)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 16 May 2008

Abstract

Purpose

The purpose of this study is to assess the appropriateness of applying the ISO 9001 quality standard to the residential aged‐care sector.

Design/methodology/approach

The study undertakes a prospective qualitative survey using the Delphi methodology. A panel of 14 experts in the field constitutes the panel.

Findings

ISO 9001 has certain shortcomings in the context of the residential aged‐care sector. There is a need to fit generic quality‐management models to the specific characteristics of the sector, and to integrate those generic quality management models with specialised models.

Practical implications

Managers of residential aged‐care services should ensure: that they have sufficient resources to implement quality‐management models; that all personnel are involved in the implementation; and that generic models are appropriately adapted to the specific needs of the aged‐care sector.

Originality/value

The paper provides an original conceptual overview of the application of a generic quality‐management system to a specific services sector.

Keywords

Citation

Heras, I., Cilleruelo, E. and Iradi, J. (2008), "ISO 9001 and residential homes for the elderly: a Delphi study", Managing Service Quality: An International Journal, Vol. 18 No. 3, pp. 272-288. https://doi.org/10.1108/09604520810871883

Publisher

:

Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited