Bachelor Thesis - Christina Kuenen - Hufpfleger

2.5.3 Quality, Quality Standards and Quality Management
Quality is a term which became more popular within the last years. It is not anymore restricted to the
production of products. Also sectors like social services, medicine, physiotherapy, pedagogics and
educational systems become more aware of the importance of standards of quality (Baumann et al., 2007;
Graf, 2003). According to Baumann et al. (2007) the point of view is crucial for the definition of 'quality'.
Further they divide between structure, process and outcome quality. Nadvi et al. (2004) define quality
standards as agreed criteria. They talk about external points of reference by which a product or service can be
assessed according its performance, technical and physical characteristics and/or production and delivery
process and condition.
Quality standards can be mandatory, this means protection from frauds of customers within the national
legislation. Or they can be voluntarily, what means on a private base within a business to work as efficient as
possible (Humphrey et al., 2004; Nadvi et al., 2004).
Jones et al. (1984) define standards as 'rules of measurement' and 'a system of classification based on
quantifiable attributes'.
Another definition of standards is according to Oelkers et al. (2008) the fixation of rules and procedures for a
certain sector. These standards regulate the practices and the horizon of expectations.
According to Sanders (2006) a standard is a principle to which practitioners of a certain field of expertise
agreed to and under consideration of which the quality and fairness of the professional activity can be
developed.
Ravitch (1995) defines standards as the fixation of contents, aims or rules and resources.
Quality management should consist of research, evaluation, investigation of data and continuous self-critical
reflection of structures and processes of the service (Graf, 2003).
Especially within the instructive sector the standardisation has been related mainly to the input in the past.
Nowadays the outcome becomes more important. This means the formulation of aims and keeping the focus
on the outcome quality. Instead of focussing too much on the structure quality, the so called input (Oelkers et
al., 2008).
Zech (2008) sees the absence of standards and norms of a certain occupation as de-professionalism. He
observed the inability of institutes offering further education for adults to get their own norms, quality
standards and success criteria through. This seems to be also the case within the hoof treatment sector.
2.5.4 Hoof Treatment and Quality
To encourage high quality and therefore support animal welfare, standards within the hoof treatment
practice are necessary. A number of different quality standards already exists in the hoof treatment sector.
Those are mostly voluntary and only applied to small groups. Further they comprise different topics of
examination and certification. The missing consensus about agreed criteria supports the de-professionalism
of the sector.
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