IMPROVEMENT OF QUALITY MANAGEMENT SYSTEMS IN THE SPHERE OF SOCIAL SERVICES IN REZEKNE MUNICIPALITY

Abstract

The paper explores the quality management system of Rezekne Social service and its perfection employing internal audit and self-evaluation methodology. The aim of the present study is to find out how the quality of provided services of social service and social service providers is ensured in accordance with the ISO 9001:2008 quality standard, exploring the processes of management, basic activity, internal audit and prevention of non-compliance as well as focusing on the measures to be taken in order to improve the quality management system (QMS). When elaborating the article, the economic and legal literature on quality management terminology, its application and effective social services management have been studied according to the ISO 9001:2008 standard. The paper examines the measures which ensure quality of social aid and provision of social services of Rezekne Social service highlighting the quality management system, elimination of non-compliance, QMS report results, customer level of satisfaction and self-evaluation methodology. The author has worked out proposals to improve the processes of quality management system and quality results, consequently ensuring the development of Rezekne Social service. With the help of practical examples, the hypothesis proved that internal audit of the quality management system, management processes to address non-compliance, management reports and self-evaluation provide an objective assessment of the quality and create favourable conditions to ensure the provision of qualitative social services, contributing to a better controlled social policy.