Assessment of the Sports Facilities Quality

The purpose of the paper is assessing institutions providing social services in physical culture and sports following an independent assessment of the quality of institutions.

The goals were implemented by meeting organizational conditions, including the creation of the Public Council, the development of the Order of the independent assessment of the quality of institutions providing social services in physical culture and sports, attracting volunteers, and creating rating agencies to study the results of the work.

The procedure for an independent assessment of the quality of institutions contains indicators and criteria to assess the quality of the institutions, the questionnaire to study the consumers’ and staff’s of the institutions opinions on the quality of social services. In addition, it includes the form of the report on the independent assessment of the quality of institutions, form for the rating agencies and form of an action plan to improve the quality of work institutions.

Practical assistance to volunteers is provided in carrying out an independent assessment of methodological recommendations, containing systematic instructions for completing the report on the independent assessment of the quality of institutions.

Providing minimization of the impact on the rating of its participants, rating agencies are divided into the following levels: low, medium, and high above the average.

The experience gained in the development and testing of the order of an independent assessment of the quality of institutions providing social services in the field of physical culture and sports, as well as in the assessment process will be used for the improvement of ranking tools and procedures.

1. Introduction

 

1.1. Introduce the Problem

Quality of service of social and economic organization is directly related to the concept of «quality of life». Assessment of the quality of services provided to carry out quality control services provides the basis for analysis and management decision making provide feedback. To implement the measures of state social policy President of the Russian Federation Decree «On measures for implementation of the state social policy» (2012), it was decided to set up an independent system for evaluating the performance of organizations providing social services, including the definition of performance criteria such organizations and the introduction of public ratings of their activities.

Large enough experience in analysis of a particular institution, to identify existing problems in it and identify ways to address them, accumulated in foreign countries, where this is dealt by special benchmarking company. In America, Europe, USA, Canada, Asia benchmarking among the ten most common research tools of quality management, along with such as strategic planning, customer relationship management, knowledge management, growth strategy, total quality management, and so forth. (Rigby D., Bilodeau B., 2007). In Japan, the US and other countries around the world since the end of the last century benchmarking program developed with government support (Gregory H. Watson, 1993). Benchmarking is recognized as an essential tool for continuous quality improvement. A large number of publications of various authors reflect an interest in this technique (Dattakumar R., Jagadeesh, R., 2003).

 

1.2. Importance of the Problem

Starting his way to the 50s of the twentieth century, the development of benchmarking Japan, UK, USA, Germany, Sweden, and Italy has gone from local comparisons of business processes to the global open network sharing a common experience worldwide. In 1994 was established Global Benchmarking Network (Global Benchmarking Network, GBN — www.globalbenchmarking.org) as a community of independent benchmarking centres. Active development of global benchmarking contributes to world competition in terms of quality: National Quality Award Malcolm Baldrige (USA), the European Quality Award, Japan Quality Award, and others. Their organizers have the opportunity to collect and organize information about best practices in the management of participants and winners of the awards. Russia also became a full member GBN recently as the fall of 2004.

In Russia, the ratings organizations have not yet received such wide popularity, and the West does not universally accept indicators of the state of affairs in the market of social services, in particular in the field of physical culture and sports. Russian experience in the formation of the ratings agencies as an independent external objective assessment of the quality of social services is still extremely insignificant, in the area we are still at the very beginning. In 2013, the issue of independent assessment and rating of educational institutions and territorial education systems at all levels has been given a lot of attention, which resulted in the active development of the regulatory framework, the development of teaching materials and recommendations; pilot testing in the regions and even attempt to mass adoption of the practice of rating in the Russian Federation (Mertsalova T. A., 2014). An independent assessment of the quality of students is carried out in the framework of international comparative studies in education in accordance with the criteria and requirements of Russian, foreign and international organizations.

1.3. Relevant Scholarship

 

Experience the creation of regional and municipal independent quality assessment of organizations providing social services, including education, health, culture, social services represented by numerous publications. Independent assessment mechanism is being followed in six regions of the Russian Federation in accordance with the program of pilot projects and the schedule for its implementation, approved by Order of the Ministry of Labour and Social Affairs (2013a): in healthcare — Republic of Bashkortostan, Perm; Social care — Astrakhan, Irkutsk, Samara region; in Education — Perm, Astrakhan region; in culture — Pskov region. The pilot project involved 513 state (municipal) institutions, including 24 health facilities, 30 social service institutions, 32 cultural institutions and 427 educational institutions (Smoleva ME, 2014). Estimate of the quality of institutions of physical culture and sports in the sources available to us is missing. Therefore, this article presents a pilot experience in organizing and carrying out an independent assessment of the quality of municipal sports educational institutions of Yekaterinburg.

 

1.4. State Hypotheses and Their Correspondence to Research Design

        Carrying out an independent assessment of the quality of municipal sports educational institutions of the city of Yekaterinburg are probably feasible the implementation of the following organizational conditions:
establishment of the Public Council;

-       Develop procedures to conduct an independent assessment of the- quality of institutions providing social services in the field of physical culture and sports;

-       Monitoring of the quality of institutions providing social services in the field of physical culture and sports;

-       Ranking institutions after an independent assessment of the quality of their work.

In addition, in order to implement an independent assessment of the institutions are:

        1) To improve consumer awareness of the quality of work of- organizations providing social services in the field of physical culture and sports;

        2) Establishment of a dialogue between the organizations providing social services and citizens — consumers of services;

        3) Organization to improve the quality of social services in the field of physical culture and sports.

        An independent assessment includes the following tasks:

-       Identification and analysis of the practice of the organization of- social services in the sphere of physical culture and sports;

-       Obtain information from the recipients of social services- institutions Physical Culture and Sports of the practice of obtaining these services;

-       Identification of compliance reporting of the institution on its- website the criteria of completeness, timeliness, convenience to visitors of physical culture and sports and other concerned citizens;
- Interpretation and assessment of the data, the construction of ratings;
- Formation of proposals to improve the quality of institutions.

-       Preparation of proposals for the preparation of guidelines for conducting an independent assessment of the quality of institutions.

 

2. Method

 

2.1. The procedures used in the study

 

Pursuant to the Resolution of the Government of the Russian Federation «On the formation of an independent system for evaluating the performance of organizations providing social services» (2013) and pursuant to the Order of the Ministry of Labour and Social Protection of the Russian Federation «On methodological recommendations for the independent assessment of the performance of organizations providing social services Social Service «(2013b), the Order of the Ministry of Sports of the Russian Federation» On the methodological recommendations on the organization of an independent system of evaluating the performance of organizations providing social services in the field of physical culture and sport «(2013), the Office for the Development of Physical Culture, Sports and Tourism Administration Ekaterinburg city (hereinafter — Office) have been implemented organizational conditions, which include: a) the establishment of the Public Council (hereinafter — Council), b) the development of the Order of the independent assessment of the quality of institutions providing social services in the field of physical culture and sports under the jurisdiction of the Office and c) the formation of rating agencies providing social services in the field of Physical Education and Sports (hereinafter — rating).

A) Establishment of the Public Council. The Council’s mission is to ensure that citizens, public associations and other organizations with the Office to take into account the needs and interests of citizens, protect their rights and freedoms in the formulation and implementation of policies of the Office. The main task of creating private Council is to organize and conduct an independent assessment of quality of institutions providing social services in the field of Physical Education and Sports (hereinafter — the institution), the formation of their ratings. Composition of the Board was formed in accordance with the requirements of Article 7 of the Federal Law «On the Public Chamber of the Russian Federation» (2005). Number of members of the Council is 9 people. Council members were chosen taking into account the special professional staffing: representatives of science and higher education, community sports, sports federations, coaches, famous athletes, the media.

B) Development of the order to conduct an independent assessment of the quality of institutions providing social services in the field of physical culture and sports under the jurisdiction of the Office (hereinafter — the Order).

The order provides a standardized mechanism for evaluating the performance of institutions providing social services in the field of physical culture and sport, based on the most appropriate, adequate, and appropriate to the current time indicator. The order determines the frequency and stages of organizing an independent assessment of the quality of institutions, as well as evaluating the quality of the institutions based on performance criteria institutions defined and approved by the Board. Assessment of the quality of institutions, their ratings of each year passes. According to the Order of independent assessment of the quality of institutions is carried out in 4 stages. At the first stage the Council formed a list of institutions that are recommended for the independent assessment of the quality of their work in the current period; develop criteria for the quality of the institutions that characterize: the availability and completeness of the information on the organization and provision of services; comfortable environment in which the citizen is, in the provision of services to him; culture of service and staff (openness, courtesy and kindness, professionalism); established ways of identifying public opinion about the quality of the work being evaluated institutions, including via on-line voting, survey customer agencies. In the second stage, the Council organizes the public opinion survey on the quality of institutions; collect data on institutions; carries out calculation of the final assessment grade the quality of each institution. In the third stage the Council summarizes and analyses the results of public opinion about the quality of the institutions; report prepared by an independent assessment of the quality of the institution in the prescribed form; formed the rating agencies on the basis of the final assessment points scored institution during the reporting period; formed proposals to improve the work of institutions. In the fourth step, the Board directs the Office of the assessment of the quality of institutions, rating their activities; proposals to improve the quality of their work.

B) Formation rating. Development and construction of ratings agencies, based on the principles of rating in education in the Russian Federation (for educational systems and institutions of preschool, general and supplementary education for children) (2014), in particular, take into account their diversity (SDYUSSHOR, Youth), the difference in their missions and objectives : raising a healthy younger generation and (or) the preparation of reserve for high performance sport, the number of branches of sports, the number of students and coaches. Method of ranking is fixed in the order in which describes the purpose and objectives, indicators and their weight values, principles calculation (definitions) of indicators and their weights, the method of collecting and processing information, the mechanics of using the results of the ranking.
The choice of indicators is based on their availability, as well as the ability to display the quality and performance of the system of additional education.

2.2. Indicators of the quality criteria of the institutions

 

Quality criteria of the institutions defined by such indicators as:

1) Assessment of the institution on the official website www.bus.gov.ru, where the average score was calculated assessment agencies during the reporting period;

2) Completeness, relevance and clarity of the information on the establishment, placed on the official website of the institution where the availability of information on the site was determined by the institution in accordance with the requirements of Article 29 of the Federal Law «On Education in the Russian Federation» (2012) and the Resolution of the Government of the Russian Federation «On approval of rules posting on the official website of the educational organization in information and telecommunications network «Internet» and update information about learning organizations «(2013) for the period;

3) References to institutions in news publications Management Portal when considering the number of mentions in news agencies publish official website of the Office of www.ekb-sport.ru during the reporting period;

4) The proportion of customers satisfied with the quality of service establishment shall be determined questioning beneficiaries institutions (legal representatives);

5) The proportion of staff who are satisfied with the working conditions for the provision of services in the establishment of those surveyed staff of the institution as determined questioning staff of the institution;

6) The number of substantiated complaints of beneficiaries on the quality of services provided by the agency, which is determined by the performance report of the municipal tasks during the reporting period;

7) The presence of qualifications of teaching staff establishment, when the data were taken from the federal statistical observation forms of 5-FC is based on the share of full-time teaching staff, excluding the external part with the highest and first qualification category in the reporting period the total number of full-time teaching staff agencies without taking into account external part;

8) The level of education of teachers institutions where data were taken from the federal statistical observation forms 5-FC is based on the share of full-time teachers, excluding external part by the professional (physical training) education (secondary and higher) in the reporting period the total number of full-time teaching staff institutions, without external part;

9) Safety contingent of students and athletes in the institution, which is determined by the performance report of the municipal tasks during the period of calculation of reducing the number of students and athletes attending the institution in the reporting period in accordance with the municipal task;

10) Performance requirements based on sports, when the data were taken from the federal statistical observation forms of 5-FC is based on the share of students and athletes who received sports category, sporting the title of the reporting period the total number of students and athletes institutions;

11) The impact of participation of students and athletes institutions in national and international official sporting events, which is determined by the performance report of the municipal tasks during the period of calculation of reducing the number of students and athletes institutions took prizes in national and international official sporting events during the reporting period.

 

2.3. Organization of a sociological survey

In order to study the views of consumers and staff of institutions providing social services as a sociological survey. The method was a written questionnaire. Questionnaire included open-ended questions; consisted of three parts (introduction, main and final). The introductory part contains a brief summary and rules for filling in the questionnaire. The main part of the questionnaire was aimed at the determination of the degree of comfort conditions in which a citizen is, in providing his services; culture of service and personnel, as well as motivation for physical training. The final part is to receive information about the date of the survey.

The structure and nature of direct questions of the questionnaire contributed to obtaining the necessary information from respondents directly meet the objective and purpose of the study. The presence of open-ended questions and content of a set of answers provided information most natural form, containing interesting and unexpected facts justification motives. The highest accuracy of answers guaranteed anonymity profiles. Of the many types of questionnaires were used continuous questioning, i.e. conducted a survey of consumers who visited the institution. Thus, the share of consumers, which conducted a survey, amounted to 20% of people in each studied institutions and 10% of people coaching and teaching staff at each institution. There were also private and group questionnaire, which guaranteed a full refund profiles, proper control of their filling, as well as picking up a significant material with minimal time.

 

3. Results

Reporting period in terms of the data of the federal statistical observation form of 5-FC was the year of 2013, as this reporting is formed in April of each year following the reporting period. Therefore, at the time of the study (November 2014), the data form 5-FC in 2014 was not ready yet.

For other indicators specified in the order, the reporting period is the current date of monitoring or the year of 2014. The exception was a figure of references institutions in news publications by the Management Portal, which was taken during the reporting period in 2013.

The collection and processing of data has drawn particular attention to maintaining the objectivity and impartiality of the persons responsible for the collection and processing parameters, as well as their validation. For example, monitoring quality of the 32 local government agencies involved volunteers in the city of Yekaterinburg — students of the Institute of Physical Culture, Sport, and Youth Policy of the Ural Federal University named after the first President of the Russian Federation B. N. Yeltsin. To provide practical assistance to volunteers, there have been developed guidelines with detailed systematic instructions for completing the report on the independent assessment of the quality of institutions. Students analysed data sites, conducted a survey of service users and staff of the institution, and processed data of the federal statistical observation forms of 5-FC. In addition, students have mastered the calculation of the final assessment score of the quality of each institution.

According to the results of the compilation and analysis of indicators were drawn up by the Council reports for each institution in accordance with the Order, formed the rating agencies based on the final assessment points scored institution during the reporting period.

The assessment results on the official website of the institution www.bus.gov.ru showed that 24 sports schools (75%) have the highest rating on the specified site, 1 (3%) schools — average and 7 (22%) of schools in the reporting period were not nor any estimates.

Completeness, relevance and clarity of the information on the establishment, placed on the official website of the institution meets the requirements in the three institutions, which is 9%. The remaining 91% of the sites meet the requirements of 29 institutions are not fully. There is no information such as, for example, the date of establishment of an institution, working hours, internal regulations on the provision of paid services, and others.

References to institutions in news publications on the official website of the Office of www.ekb-sport.ru have 18 (56%) of schools, the remaining 14 (44%) — no.

Justified complaints of beneficiaries on the quality of services provided by the institution during the reporting period there are no 100% of the institutions.
More than 81% of the share of full-time teaching staff with higher and first qualifying category 5 (16%) schools, less than 50% of workers with the highest and first qualification category in 7 (22%) schools. In the range of 50% to 80% of the share of full-time teaching staff with higher and first qualifying categories 20.

The level of education of teachers in institutions rather high: more than 81% of the share of full-time teaching staff with professional (physical training) education in 30 (94%) institutions, and in 17 of these institutions — 100% contingent of teachers with professional education. Only two (6%) share of established institutions of teachers with professional (physical training) education ranges from 50% to 80% of people.

Contingent of students and athletes in institutions keep 100% of all institutions. Fulfilment of requirements based athletes on sports institutions is shown in Table 1. The table shows that in one school children did not receive the 2013 level, in five schools every third student (over 30%) received a sports category or sports title. In the majority of institutions (26 schools), the figure is up to 30% of the athletes.

Table 1. The share of students and athletes who received sports category, sports title for the reporting 2013 of the total number of students and athletes of the institution

Share of athletes, % 0% Up to 30% More than 30%
Q-ty of institutions, units 1 26 5

Effectiveness of students and athletes institutions is presented in Table 2. The table shows that more than 90 people occupied in 2013 won prizes in national and international official sporting events athletes in two municipal sports schools in the city of Yekaterinburg. In the majority of institutions (13 schools or 41%), the figure is up to 10 people.

Table 2. The number of students and athletes of the institution taking the prize in national and international official sporting events during the reporting 2013

Q-ty of athletes, ppl 0 Up to 10 Up to 20 Up to 80 More than 90
Q-ty of institutions, units 5 13 5 7 2

According to the results of the survey, the percentage of customers satisfied with the quality of services institution as follows: in most sports schools (25 schools or 78%) more than 75% of customers satisfied with the quality of services institution, of which 18 institutions in 100% satisfied customers. In 5 (16%) proportion of schools satisfied customers up to 75% and in 2 (6%) institutions share satisfied with the quality of customer services is 40-50%.

According to the results of the survey, the proportion of staff who are satisfied with the working conditions for the provision of services in the institution as follows: in most sports schools (26 schools or 81%) more than 76% of teachers are satisfied with the working conditions for the provision of services in the institution, of which 16 institutions 100% satisfied employees. In 4 (13%) proportion of schools satisfied teachers ranges from 51% to 75% and in 2 (6%) satisfied the terms of the share of institutions in providing services of teachers is less than 25%.

Providing minimize the impact of a rating on its participants, based on the final assessment of points scored during the reporting period, the institution was established rating agencies, which are distributed over four levels: low, medium, and high above the average. Rating agencies are as follows: the low-level institutions are absent (0%); included in the average level of 13 (41%) of institutions; above the average level occupied 11 (34%) and high-level facilities represented by 8 (25%) of institutions.

To improve the institutions were formed seven proposals for Sports school.
Moreover, in the end, the Council has extended the results of assessment of the quality of institutions, proposals to improve the quality of their work to the Office for management decisions.

4. Discussion

To comply with the requirements of openness and accessibility of information on the establishment, the quality, and effectiveness of service delivery agencies information is available on the official website of the Office (www.ekb-sport.ru). When deciding on the publication of results of the rating, one shall take into account all the risks of their influence on the situation in education institutions.

To determine the results of assessment of the quality of institutions, there shall be studied indicators describing three areas: 1) openness and accessibility of information on the establishment; 2) quality, and 3) the effectiveness of service delivery agency, i.e. such data is known and understood by the participants and consumers of the ratings, and costs of collecting them are minor; and they are able to allow adequate comparison. Thus, the openness and accessibility of information on the establishment were studied according to the web-site: www.bus.gov.ru, www.ekb-sport.ru and the web-site of the institution. The indicators characterizing the quality of service delivery agency studied the results of the survey of service users and staff of the institution and according to the federal statistical observation forms of 5-FC. Also, according to 5-FC, the studied indicators characterize the effectiveness of service delivery agency.

The authors developed a procedure for an independent assessment of the quality of institutions in the city of Yekaterinburg, providing social services in the field of physical culture and sport, which allowed to monitor the quality of institutions, to rank institutions of Yekaterinburg, provide social services in the field of physical culture and sports, after an independent assessment of the quality of institutions.

Thus, the hypothesis of the study for an independent assessment of the quality of municipal sports educational institutions of the city of Yekaterinburg in the implementation of the above organizational conditions has been confirmed. The pilot experience gained in the process of assessment will be used to improve the institutional environment, tools and procedures of ranking.

5. Findings

In 2014, an independent assessment of the quality of institutions sphere of physical culture and sport was first introduced. The Members of the Public Council ensured the implementation of the formation of methodological base of research, analysis, and processing activities of the agencies of the results.

The review of this work revealed a number of findings. 1. Slight coverage number of respondents, which may be associated with poor media coverage of an independent assessment of government and non-use of all possible channels of communication. The assessment has not fully taken into account the site traffic authorities that require additional measures to attract citizens to participate in the survey, such as consumer information services in institutions, cooperation with regional media, the use of communication resources of members of the public councils. 2. Lack of representativeness also made its impact: not only active visitors, who can be a specific group of beneficiaries, were covered; there were a limited number of performance criteria institutions. Due to this fact, the Public Council plans to add the indicators of quality of institutions and assessment criteria to the mechanism of measurement criteria and rating.

In general, considerable work on the formation of the theoretical basis of research was carried out — indicators are sufficiently correlated with the selected assessment criteria, there are developed blocks of indicators to be a breakdown of ratings assigned to institutions, assessment of individual performance is carried out using official statistics.

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