Quality assessment involves measuring the quality of services provided by members of the EURAXESS network. It enables us to measure the difference between expected and actual performance and thus identify opportunities for improvement.
It is important to review the network’s activities for quality assurance, to identify opportunities for improvement and to develop actions that will help us advance on the path to quality.
Moreover, the results of quality assessment enhance the methods and tools available to us and emphasize the importance of ongoing monitoring, improvement and adaptation. As a result of the continuous changes and improvements identified throughout the work process, we are able to create new innovative activities and provide high-quality services.
In this chapter, under the umbrella of quality, we propose a complaints management process, a key aspect of quality researcher support. We also offer a high-level self-assessment for BHO and ESC activities, which provides a basis for shaping future action plans for improvements aimed at delivering the services more effectively.