Quality management [editar]

The Fundación Secretariado Gitano (FSG) has a Quality Management System certified by APPLUS in accordance with the UNE-EN ISO 9001:2015 standard. Certification in attached documentation.

Quality management must be evaluated on an ongoing and systematic basis in order to achieve a process of continuous improvement. To this end, the FSG has an Internal Control Department responsible for monitoring, supervising and controlling service delivery processes, both in terms of management and execution of activities.

A methodology is required to update the FSG's Management System, key processes and procedures, and records for monitoring compliance, which will enable annual planning to be geared towards achieving measurable results in line with the FSG's mission and values. The main objective is to provide a cross-cutting and comprehensive approach to quality, in order to improve the effectiveness and impact of key programmes in serving the Roma people we work for, especially in the areas of education and employment.

In the area of transparency, the FSG has renewed its certification from the Lealtad Foundation without interruption, complying with the nine principles of transparency and good governance established to obtain this certification.

All of this has enabled us to improve operational and economic efficiency, strengthening the confidence of financiers, participants and society in general.

This management system, which consists of 14 procedures, and its processes are structured around two approaches that have guided its implementation and are evaluated periodically: Results orientation.

The main objective is to improve our management processes and align them with the organisation's strategy. This task includes the process of preparing and developing the organisation's scorecards and their application and development at different levels of the FSG. This methodology allows us to continuously evaluate the organisation's activities, periodically showing the results achieved as defined in the strategic plan and annual planning, thereby helping to define the changes and initiatives necessary to meet the objectives.

Customer Service. Those who participate in our activities and services have an idea of the level of service they expect to receive. The organisations that collaborate with us and support our activities also have an opinion on how our organisation should be and what our relationship with them should be like. We need to know their needs and expectations in order to meet their needs, which is why the FSG has communication channels in place to gather this feedback, including a channel for complaints, suggestions and compliments, and a channel for reports and an internal information system https://www.gitanos.org/contacto.html

With the same aim of establishing direct communication, we have opted to conduct regular surveys based on questionnaires tailored to each person who uses our services, to our partner companies and to all the public and private entities that finance the Fundación Secretariado Gitano.

Another aspect we value most about the implementation of the system is that it allows us to guarantee that the formulation, design, execution, monitoring, control and evaluation of the programmes carried out comply with the requirements established by the entities that finance them.

We also believe that the implementation of the System can and should help technical staff to understand the requirements we work with in order to focus the management of our programmes and establish and supervise improvement processes. The aim is to promote the formation of a culture of control and quality throughout the Organisation that contributes to continuous improvement in the fulfilment of the institutional mission.