Qualitätsmanagement für Leistungen von Nonprofit-Organisationen (English shop)

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This dissertation examines the opportunities and challenges of implementing systematic quality management for services provided by nonprofit organizations. The research focuses on how social service providers can maintain and continuously improve service quality despite limited financial and human resources. Fundamental quality concepts and established management approaches, including Total Quality Management, ISO 9000, and the EFQM Excellence Model, are analyzed. Particular attention is given to the organizational characteristics of the nonprofit sector and the integration of different stakeholder groups into quality development processes. Based on the Deming cycle, methods for quality planning, process design, performance measurement, and continuous improvement are systematically examined. Instruments such as stakeholder analysis, complaint management, quality circles, and service quality assessment methods complement the methodological framework. Practical applications are explored in social counseling, particularly refugee assistance, and healthcare services. The study illustrates how targeted quality management can contribute to optimizing organizational processes and improving the delivery of social services according to stakeholder needs.