1. Leadership | n | % |
---|---|---|
1a. Leaders develop the mission, vision, values and ethics and are role models for a culture of Excellence | Â | Â |
   Coordinators encourage people to feel empowerment and autonomy | 21 | 80,77 |
   Coordinators participate and give support to continuous improvement processes | 19 | 73,08 |
   Coordinators collaborate in quality training by teaching people at lower hierarchical levels | 1 | 3,85 |
   Coordinators ensure that all members of the organization have a clear idea of what the PA programme's position should have in society | 21 | 80,77 |
1b. Leaders are personally involved in ensuring the PA programme management system is developed, implemented and continuously improved | ||
   Coordinators become involved in running the PA programme as a set of interrelated processes, all for achieving quality | 14 | 53,85 |
   Coordinators ensure that people are capable of taking initiatives and assimilating better ways of doing their responsibilities | 10 | 38,46 |
1c. Leaders interact with customers, partners and representatives of society | Â | Â |
   Coordinators take part in continuous improvement processes, even when these activities go beyond Coordinators' responsibilities | 16 | 61,54 |
   Satisfaction of current and future customers ensures the success of the PA programme | 16 | 61,54 |
   To improve in a particular aspect, coordinators and other members of the organization collaborate with other organizations with PA programmes to help each other | 15 | 57,69 |
1d. Leaders reinforce a culture of excellence with the organization's people | Â | Â |
   There is a strong communicative culture throughout all areas of the organization | 22 | 84,62 |
   The involvement of people can only be achieved if coordinators are the first to show commitment, practicing what they preach | 14 | 53,85 |
   Coordinators behave in a way that allows the integration and mobilization of members of a team | 18 | 69,23 |
1e. Leaders identify and champion organizational change | Â | Â |
   Coordinators stimulate the continuous improvement of services and processes | 19 | 73,08 |
   Coordinators continuously acquire and update knowledge that is valuable for the PA programme | 16 | 61,54 |
   Coordinators act in a way that makes it easier for people to accept proposed changes voluntarily | 16 | 61,54 |