TY  - JOUR
AB  - 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.
VL  - 18
IS  - 3
SN  - 0960-4529
DO  - 10.1108/09604520810871883
UR  - https://doi.org/10.1108/09604520810871883
AU  - Heras Iñaki
AU  - Cilleruelo Ernesto
AU  - Iradi Jon
PY  - 2008
Y1  - 2008/01/01
TI  - ISO 9001 and residential homes for the elderly: a Delphi study
T2  - Managing Service Quality: An International Journal
PB  - Emerald Group Publishing Limited
SP  - 272
EP  - 288
Y2  - 2024/04/19
ER  -