Utilize este identificador para referenciar este registo:
https://hdl.handle.net/1822/83460
Título: | Translating the EFQM model into the courts |
Autor(es): | Sá, Patrícia Moura e Albuquerque, António |
Palavras-chave: | Case study Guide Organisational performance Courts EFQM model |
Data: | 2015 |
Editora: | Emerald Group Publishing Limited |
Revista: | International Journal of Quality and Service Sciences |
Citação: | Moura e Sá, P., & Albuquerque, A. (2015, June 15). Translating the EFQM model into the courts. (P. Su Mi Dahlgaard-Park, Prof Jens J. Dahlgaard, Ed.), International Journal of Quality and Service Sciences. Emerald. http://doi.org/10.1108/ijqss-03-2015-0029 |
Resumo(s): | Purpose: The purpose of this paper is to develop an assessment guide based on the European Foundation for Quality Management (EFQM) model criteria. Courts have been under pressure to become more accountable and responsive organisations. In this context, self-assessment models that drive attention to the way resources are being used and to the results that are being achieved, incorporating the views of different stakeholders, are of particular interest. Design/methodology/approach A case study approach was used. The meaning of the quality principles that underline the EFQM model was discussed with the court administrator, judges, prosecutors and justice officers. Those perspectives were taken into account when translating the criteria and criterion parts of the EFQM model. The assessment guide was validated by an experts’ panel. Findings The EFQM model captures the essential features of a court even if the courts terminology and governance models challenge the translation of some criteria. The resulting guide includes a description of the various criteria and criterion parts and the identification of key focus areas, while giving some illustrative examples of initiatives and indicators that could be looked at under each model dimension. Practical implications The assessment guide can be used to undertake self-assessment exercises in different courts. Originality/value There is a lack of studies on the measurement of courts’ performance apart from the publication of simple lists of process indicators. The assessment guide developed in this study is perhaps one of the most comprehensive resources for assessing the quality of a court. |
Tipo: | Artigo |
URI: | https://hdl.handle.net/1822/83460 |
DOI: | 10.1108/IJQSS-03-2015-0029 |
ISSN: | 1756-669X |
Versão da editora: | http://dx.doi.org/10.1108/IJQSS-03-2015-0029 |
Arbitragem científica: | yes |
Acesso: | Acesso aberto |
Aparece nas coleções: | CICP - Artigos em revistas de circulação internacional com arbitragem científica |
Ficheiros deste registo:
Ficheiro | Descrição | Tamanho | Formato | |
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translatingefqm.pdf | 169,47 kB | Adobe PDF | Ver/Abrir |
Este trabalho está licenciado sob uma Licença Creative Commons