EFQM model application in the administrative organization caritas foundation Estelí, 2014- 2015

Abstract

This study was made with the objective of apply the Excellency EFQM Model in the context of quality management and in the continuous improvement of the non- profit Caritas Estelí, 2014-2015 administrative organization. Using as a technique for data collection: survey servers, interviews with those responsible for areas, document review guide and direct observation guide is available. the elements of quality and leadership in the administration implemented by Caritas Estelí, both in its organizational and operational structure, also were identified, the mechanisms of quality management for strategic decision making through the SWOT method described in correspondence with the nine principles of the model and management leadership, results in society, personnel management, process management, results in customers, results in people, policies and strategies, partnerships and resources and key results, therefore the application of the EFQM model on the areas for improvement identified in the self-assessment coordinators of programs and / or projects and personnel operating servers, resulting in a quality plan was developed within an institutional process of continuous improvement is feasible through the matrix of lines and strategies proposed immediate actions to contribute to institutional strengthening and promotes better business decisions.