The Reality of Applying Total Quality Standards in Residential Institutions in Palestine” رسالة ماجستير

Abstract

This research study aimed at presenting and discussing the concepts and ideas related to the notion of implementing quality system in residential institutions (RIs), highlighting the great need to apply quality system in there, introducing the Palestinian experience in the field of quality in aimed to presenting, identifying the obstacles to the implementation of quality system in RIs and ranking them according to their importance, in purpose of identifying the most markable obstacles that mainly preclude the implementation of the quality assurance system, instead of dispersing efforts and resources to overcoming irrelevant reasons. In addition to identifying the policies and procedures taken by the Ministry of Social Development (MOSD) to monitoring the implementation of total quality standards in RIs, identifying the key factors of the success of the quality assurance system in RIs and ranking them according to their importance to specify the effective factors that contribute the most to the success of the implementation of this system to be adopted. As well as attempting to come up with findings and recommendations to help decision-makers to find the appropriate mechanisms to successfully implement the quality assurance system in RIs and to overcome the various obstacles that preclude the implementation. The study used the quantitative method which acts as an umbrella that covers a number of subsidiary methods. The reason behind choosing this method is that because it allows studying the phenomenon as it is, and allows analyzing it qualitatively by providing numeric description that shows the value of the phenomenon, its size, or the level of relativity to another phenomenon. The study population consisted of workers in residential intuitions, all inmates in these institutions, and all employees of MOSD. As for the study sample, it consisted of VI little groups of 15 employees working in RIs, 75 inmates from these intuitions, and 10 employees working at MOSD. Study Findings: - Analysis results of the interview with employees of MOSD: The study shows that MOSD don‟t monitor nor follow up on the work of RIs in Palestine. The ministry neither set any standards for these institutions, and its role is only limited to providing permits for establish such institution. - Analysis results of the interview with employees of RIs: 1. The effectiveness of quality standards implementation in residential institutions (RIs) is high, according to the institution‟s employees. 2. The level of implementation of the standards of location and size of residential buildings in Palestine is high, according to the institution‟s employees. 3. The level of implementation of the standards of accommodation and equipment in RIs in Palestine is high, according to the institution‟s employees. 4. The level of implementation of the standards of privacy, security, and usability in RIs in Palestine is high, according to the institution‟s employees. 5. The level of implementation of the standards of environment, health, education, and services in RIs in Palestine is high, according to the institution‟s employees. - Analysis results of the interview with inmates: 1. The level of implementation of the standards of location and size of residential buildings in Palestine is high, according to inmates. 2. The level of implementation of the standards of accommodation and equipment in RIs in Palestine is medium, according to inmates. 3. The level of implementation of the standards of privacy, security, and usability VII in RIs in Palestine is high, according to inmates. 4. The level of implementation of the standards of environment, health, education, and services in RIs in Palestine is medium, according to inmates. Study Recommendations: - The importance of setting clear and detailed procedures and policies for orphanages by MOSD. - The importance of the continuation of improving the implementation of total quality within the parameters, in RIs in Palestine. - The importance of forming a special committee to monitoring orphanages by the MOSD. - The importance of setting clear and effective standards for orphanages by MOSD, and the adherence to them. - The importance of setting clear conditions for orphanages establishment permit by MOSD. - The importance of setting a complaints system at MOSD, for orphanages issues in case if needed. - The importance of enhancing orphanages communication with associations and businessmen, to increase their support to orphanages. - The importance of promoting and increasing the number of social workers and psychologists in RIs, due to the significant role they play in there.