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In
particular, the main objectives
of the project are
the followings:
-to open a dialogue between the public
administration and the social organizations
upon the theme of improving expected
quality of services, and upon the
theme of the evaluation;
-to promote a self improvement of
the organizations and social partners
involved in the project, getting over
the view of the evaluation as an external
attack against the organizations;
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-to
appreciate and to bring out the skills,
knowledge and good practices of the
operators, most of all the "tacit"
ones, and to enforce the awareness
of their own work;
-to develop informal listening tools,
through an experimental activity of
intentional and reflective listening,
verbal and non-verbal communications
that, recognizing dignity to the older
customer, helps the operators in being
free from the routine of daily work;
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-to
get over the abstraction and formalism
of the main models for evaluation,
developing quality indicators for
the informal adult education which
emerge from their own practices, with
a bottom up method which includes:
people care, customer satisfaction,
innovation strategies of contents
and methods;
-to validate an idea of the Quality
and a method aimed at its evaluation,
that would be valid and effective
at the European level for whom operates
in the field of assistance;
-to improve the effectiveness of the
services, through a more customer
oriented approach in evaluation;
-to promote exchange of good practices
and working models between the involved
actors.
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