Development of a relevant quality system for gymnastics clubs: an application of the principles of total quality and service management in traditionally organised sport

Abstract

To many scholars and practitioners, the introduction of service and quality management is necessary to revitalise the traditional sport system. This paper proposes a framework for analysis of quality in gymnastics clubs. The Total Quality Management (TQM) model is based on the evaluation-by-standards approach with appropriate standards of quality according to different concepts in order to monitor the adequate and desired inputs and outputs of each distinctive management and service process. The development of these standards is based on the interpretation of qualitative and quantitative data obtained from primary and existing sources. An attempt is made to capture the quality of these organisations in their totality while involving different stakeholders to obtain satisfactory information about several targets of quality evaluation. The operational quality system is now being used by the Federation for the certification of its well-functioning clubs.