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Quality in the NGO Field: Experiences in Spain

Learn about the Platform of Non-Governmental Organizations (NGOs) in Spain and their efforts to improve quality in the social welfare sector. Discover the benefits of introducing quality principles, ongoing initiatives, and resources available for NGOs.

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Quality in the NGO Field: Experiences in Spain

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  1. Plataforma de Organizaciones no Gubernamentales (ONG) de Acción Social Quality in the NGO field. Some experiences in Spain

  2. The Social Welfare Sector in Spain

  3. The Platform Background • Meetings hosted by Mr. Jose María Aznar, President of the Spanish Government in • 21 May 1998 • 12 January 1999 • Aimed to listen the sector’s voice, to know about it and promote it’s work. • Some organizations meets again and agreed to set up the Platform to foster collaboration between all of them

  4. Who are the Platform members? • It was set up by 16 organizations in year 2000. • The Platform is a permanent umbrella organization. • Now group 20 associations or foundations working in the social welfare field. • The members are the major and well known national organizations in Spain. • This organizations covers different areas : • Elderly people, infants and youth, migrants and asylum seekers, health, minority groups, gender, disabilities, family, most vulnerable, people living VIH/AIDS … • Their activities are oriented from different perspectives: service delivery, advocacy, training, etc.

  5. Platform members:

  6. In total: Organizations members of the Platform involves: • Members: 3.283.000 • Volunteers: 319.000 • Professional staff: 90.650 • Clients / users: 10.630.000

  7. Main activities done: • The “White book” on the social sector in Spain • Strategic Plan for the Social Sector. • Social Welfare NGO’s State Council • Strengthening the sector: training; employment initiatives, volunteering, funding. • Lobbying on new rules: volunteering, associations, foundations, taxes, financial conditions.

  8. Quality: some basic ideas about it. • “To do things in a proper way” • “To give clients as much as it was offered” • “To identify, accept, satisfy and exceed the expectations of the stakeholders (clients, employees, suppliers, society in general)

  9. Quality: basic principles • All processes, products or services are suitable to be improved. • The stakeholders’ point of view is the key issue for manage the organization. • Holistic approach: Implies not only focus on processes but the organization as a whole entity, including its environment, in particular the people involved. • Requires: information and training; involve Q in organizational culture, and invest some resources.

  10. Quality: some obstacles • Q system must be made to measure: each organization requires different standards. Also, keep in mind local and cultural differences. • Q implies a deep change in organizational culture. • Requires some time. • Need a deep and continuum evaluation. • Start with Q it is a huge effort.

  11. Quality: the competitive advantage • Allows to satisfy our clients needs, interests and expectations • Reach the best reputation as an excellent, credible and quality organization. • Improve the organization efficiency. • Get more information for decision taking process. • Share a common methodology. • Identify resources needed to reach the goals • Promotes investigation about new lines to improve quality.

  12. Quality and Third Sector. Why? • The society demands guaranties: • On quality of the services offered to the clients • On efficiency on managing the social organizations • On transparency about the best use of the resources. • Competition in the sector. Many organizations and scarcity of resources. • So, we are faced to a new challenge

  13. Quality: basic principles in the social Sector • Client oriented organizations. • Leadership: ethical compromise. • Staff involvement. • Oriented on processes to provide the best services.

  14. Why we must introduce Q in our work? • Improves the quality of the services provided to the clients. • Provides more trust in the work we done. • Makes easy a quick response and fast adaptation to the new challenges. • Allows the involvement of clients, staff and stakeholders. • Contributes to a permanent learning.

  15. Ongoing initiatives in Spain: • “ONG con Calidad” promoted by the Platform. • Q Plan, promoted by the Social Welfare NGO’s State. • AENOR: Ethics and quality management in the NGO’s.

  16. Promoted by the Platform NGO’s • Mission: to foster Q systems in Welfare NGO’s • Principles: • People oriented: Human dignity, solidarity, professionalism, volunteering. • Organization oriented: the client is the most important stakeholder, decentralization, transparency, efficiency, holistic approach • Society oriented: democratic compromise, social involvement, cooperation with others.

  17. The group provides: • Information on Q issues to NGO’s and public in general. • Training for staff and volunteers. • Technical help for developing Q systems in the NGO’s • Develop Q standards and tools. • Seminars on new approaches to Q issues all around the world. • Next step: to certify the Q systems, providing a Q seal for the sector.

  18. For more information • www.ongconcalidad.com • www.q-ong.com • www.plataformaong.es • www.cruzroja.es

  19. Thank you very much! lperez@cruzroja.es

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