Table 2 Frequencies and percentages of quality practices in the criterion Leadership

1a. Leaders develop the mission, vision, values and ethics and are role models for a culture of Excellence

   Coordinators encourage people to feel empowerment and autonomy

   Coordinators participate and give support to continuous improvement processes

   Coordinators collaborate in quality training by teaching people at lower hierarchical levels

   Coordinators ensure that all members of the organization have a clear idea of what the PA programme's position should have in society

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

   Coordinators ensure that people are capable of taking initiatives and assimilating better ways of doing their responsibilities

1c. Leaders interact with customers, partners and representatives of society

   Coordinators take part in continuous improvement processes, even when these activities go beyond Coordinators' responsibilities

   Satisfaction of current and future customers ensures the success of the PA programme

   To improve in a particular aspect, coordinators and other members of the organization collaborate with other organizations with PA programmes to help each other

1d. Leaders reinforce a culture of excellence with the organization's people

   There is a strong communicative culture throughout all areas of the organization

   The involvement of people can only be achieved if coordinators are the first to show commitment, practicing what they preach

   Coordinators behave in a way that allows the integration and mobilization of members of a team

1e. Leaders identify and champion organizational change

   Coordinators stimulate the continuous improvement of services and processes

   Coordinators continuously acquire and update knowledge that is valuable for the PA programme

   Coordinators act in a way that makes it easier for people to accept proposed changes voluntarily