@article{SeyfriedReith2020, author = {Seyfried, Markus and Reith, Florian}, title = {Strength of weakness}, series = {Journal of higher education policy and management}, volume = {43}, journal = {Journal of higher education policy and management}, number = {3}, publisher = {Routledge, Taylor \& Francis Group}, address = {Abingdon}, issn = {1360-080X}, doi = {10.1080/1360080X.2020.1812802}, pages = {298 -- 314}, year = {2020}, abstract = {The paper investigates quality management in teaching and learning in higher education institutions from a principal-agent perspective. Based on data gained from semi-structured interviews and from a nation-wide survey with quality managers of German higher education institutions, the study shows how quality managers position themselves in relation to their perception of the interests of other actors in higher education institutions. The paper describes the various interests and discusses the main implications of this constellation of actors. It argues that quality managers, although they may be considered as rather weak actors within the higher education institution, may be characterised as having a strength of weakness due to diverging interests of their principals.}, language = {en} } @article{SeyfriedDoeringAnsmann2022, author = {Seyfried, Markus and D{\"o}ring, Matthias and Ansmann, Moritz}, title = {The sequence of isomorphism—}, series = {Administration \& society}, volume = {54}, journal = {Administration \& society}, number = {1}, publisher = {Sage Publ.}, address = {Thousand Oaks}, issn = {0095-3997}, doi = {10.1177/00953997211017137}, pages = {87 -- 116}, year = {2022}, abstract = {Isomorphism has been widely used to describe why trends penetrate entire organizational fields. However, research so far has neglected the temporal aspects of such diffusion processes and the organizational reasons underlying the introduction of new management tools. We argue that during reform waves, the reasons for adopting the new tools differ over time. Using comparative data from two surveys on quality management in the field of higher education and the health sector, we show that early adopters are more likely to be motivated by instrumental reasons, while late adopters will more likely be motivated by institutional reasons.}, language = {en} } @book{Schinck2016, author = {Schinck, Kai Philipp}, title = {Erfolgsfaktor Qualit{\"a}tsmanagement? Die effektive Implementierung von Qualit{\"a}tsmanagementsystemen in {\"o}ffentlichen Organisationen}, issn = {2190-4561}, url = {http://nbn-resolving.de/urn:nbn:de:kobv:517-opus4-400520}, publisher = {Universit{\"a}t Potsdam}, pages = {54}, year = {2016}, abstract = {Diese Arbeit ist im Bereich des Qualit{\"a}tsmanagements (QM) in {\"o}ffentlichen Organisationen zu verorten. Sie fragt konkret, welche Faktoren eine effektive Implementierung des QM-Systems Common Assessment Framework (CAF) in Deutschen Bundesbeh{\"o}rden beeinflussen. Auf der Basis des soziologischen Neo-Institutionalismus wurden Hypothesen zu m{\"o}glichen Einflussfaktoren aufgestellt. Im Rahmen einer systematischen Fallauswahl wurden folgende Organisationen untersucht: das Bundeskartellamt, das Bundeszentralamt f{\"u}r Steuern sowie die Staatsbibliothek zu Berlin. F{\"u}r den empirischen Teil dieser Arbeit wurden halbstrukturierte Leitfadeninterviews mit Experten der ausgew{\"a}hlten Organisationen gef{\"u}hrt. Im Rahmen einer qualitativen Inhaltsanalyse wurden diese dann ausgewertet und mit einer „cross case synthesis" nach Yin (2014) anschließend theoriegeleitet analysiert. Es lassen sich letztendlich drei entscheidende Bedingungen f{\"u}r eine effektive CAF-Implementierung in Bundesbeh{\"o}rden ableiten: Zum einen die formale Unterst{\"u}tzung der jeweiligen Hausleitung, die eine aktive Rolle innerhalb des CAF-Projektes einnimmt und dabei auch alle mittleren F{\"u}hrungsspitzen zielf{\"u}hrend mit einbinden sollte, beispielsweise durch die {\"U}bernahme der QM-Projektleitung. Zum anderen ist es f{\"u}r eine zielkoh{\"a}rente Handlungsweise aller Organisationsmitgliedern vonn{\"o}ten, die verschiedenen Steuerungsinstrumente im Rahmen einer mittelfristigen Gesamtstrategie miteinander zu verzahnen und so formal zu institutionalisieren. Außerdem ist die formale Institutionalisierung einer QM-Einheit, nahe der Hausleitung außerhalb der Fachabteilungen angesiedelt, zu empfehlen. Es hat sich im Rahmen der untersuchten Fallbeispiele gezeigt, dass diese Einheiten ein gr{\"o}ßeres Potential aufweisen, sich zu QM- und CAF-Kompetenzzentren zu entwickeln und unn{\"o}tige Arbeiten, die das CAF-Engagement der Mitarbeiterschaft schm{\"a}lern w{\"u}rden, von eben jener fernzuhalten. Durch diese Ergebnisse konnte die Arbeit zwei entscheidende Beitr{\"a}ge leisten: Die Forschungslandkarte der QM- und CAF-Forschung in {\"o}ffentlichen Organisationen wies, speziell auf Bundesebene, vorab verschiedenste weiße Flecken auf, die von dieser Arbeit teilweise gef{\"u}llt werden konnten. Zum anderen ist es auf Basis dieser Forschungsarbeit nun m{\"o}glich, Verwaltungspraktikern konkrete Handlungsempfehlungen an die Hand zu geben, wenn diese erstmals CAF in ihrer Organisation implementieren m{\"o}chten oder bei einer schon erfolgten Einf{\"u}hrung des QM-Instruments nachsteuern m{\"o}chten.}, language = {de} } @misc{SalzwedelNosperRoehrigetal.2012, author = {Salzwedel, Annett and Nosper, Manfred and R{\"o}hrig, Bernd and Linck-Eleftheriadis, Sigrid and Strandt, Gert and V{\"o}ller, Heinz}, title = {Outcome quality of in-patient cardiac rehabilitation in elderly patients - identification of relevant parameters}, series = {Postprints der Universit{\"a}t Potsdam : Humanwissenschaftliche Reihe}, journal = {Postprints der Universit{\"a}t Potsdam : Humanwissenschaftliche Reihe}, number = {390}, url = {http://nbn-resolving.de/urn:nbn:de:kobv:517-opus4-404151}, pages = {9}, year = {2012}, abstract = {Background Outcome quality management requires the consecutive registration of defined variables. The aim was to identify relevant parameters in order to objectively assess the in-patient rehabilitation outcome. Methods From February 2009 to June 2010 1253 patients (70.9 ± 7.0 years, 78.1\% men) at 12 rehabilitation clinics were enrolled. Items concerning sociodemographic data, the impairment group (surgery, conservative/interventional treatment), cardiovascular risk factors, structural and functional parameters and subjective health were tested in respect of their measurability, sensitivity to change and their propensity to be influenced by rehabilitation. Results The majority of patients (61.1\%) were referred for rehabilitation after cardiac surgery, 38.9\% after conservative or interventional treatment for an acute coronary syndrome. Functionally relevant comorbidities were seen in 49.2\% (diabetes mellitus, stroke, peripheral artery disease, chronic obstructive lung disease). In three key areas 13 parameters were identified as being sensitive to change and subject to modification by rehabilitation: cardiovascular risk factors (blood pressure, low-density lipoprotein cholesterol, triglycerides), exercise capacity (resting heart rate, maximal exercise capacity, maximal walking distance, heart failure, angina pectoris) and subjective health (IRES-24 (indicators of rehabilitation status): pain, somatic health, psychological well-being and depression as well as anxiety on the Hospital Anxiety and Depression Scale). Conclusion The outcome of in-patient rehabilitation in elderly patients can be comprehensively assessed by the identification of appropriate key areas, that is, cardiovascular risk factors, exercise capacity and subjective health. This may well serve as a benchmark for internal and external quality management.}, language = {en} } @article{SalzwedelNosperRoehrigetal.2014, author = {Salzwedel, Annett and Nosper, Manfred and Roehrig, Bernd and Linck-Eleftheriadis, Sigrid and Strandt, Gert and V{\"o}ller, Heinz}, title = {Outcome quality of in-patient cardiac rehabilitation in elderly patients - identification of relevant parameters}, series = {European journal of preventive cardiology : the official ESC journal for primary \& secondary cardiovascular prevention, rehabilitation and sports cardiology}, volume = {21}, journal = {European journal of preventive cardiology : the official ESC journal for primary \& secondary cardiovascular prevention, rehabilitation and sports cardiology}, number = {2}, publisher = {Sage Publ.}, address = {London}, issn = {2047-4873}, doi = {10.1177/2047487312469475}, pages = {172 -- 180}, year = {2014}, abstract = {Background: Outcome quality management requires the consecutive registration of defined variables. The aim was to identify relevant parameters in order to objectively assess the in-patient rehabilitation outcome. Methods: From February 2009 to June 2010 1253 patients (70.9 +/- 7.0 years, 78.1\% men) at 12 rehabilitation clinics were enrolled. Items concerning sociodemographic data, the impairment group (surgery, conservative/interventional treatment), cardiovascular risk factors, structural and functional parameters and subjective health were tested in respect of their measurability, sensitivity to change and their propensity to be influenced by rehabilitation. Results: The majority of patients (61.1\%) were referred for rehabilitation after cardiac surgery, 38.9\% after conservative or interventional treatment for an acute coronary syndrome. Functionally relevant comorbidities were seen in 49.2\% (diabetes mellitus, stroke, peripheral artery disease, chronic obstructive lung disease). In three key areas 13 parameters were identified as being sensitive to change and subject to modification by rehabilitation: cardiovascular risk factors (blood pressure, low-density lipoprotein cholesterol, triglycerides), exercise capacity (resting heart rate, maximal exercise capacity, maximal walking distance, heart failure, angina pectoris) and subjective health (IRES-24 (indicators of rehabilitation status): pain, somatic health, psychological well-being and depression as well as anxiety on the Hospital Anxiety and Depression Scale). Conclusion: The outcome of in-patient rehabilitation in elderly patients can be comprehensively assessed by the identification of appropriate key areas, that is, cardiovascular risk factors, exercise capacity and subjective health. This may well serve as a benchmark for internal and external quality management.}, language = {en} } @article{RoehrigNosperLinckEleftheriadisetal.2014, author = {Roehrig, B. and Nosper, M. and Linck-Eleftheriadis, S. and Strandt, G. and Salzwedel, Annett and V{\"o}ller, Heinz}, title = {Method of the assessment of patients Outcome in cardiac rehabilitation by means of quality indicators - a description of the method}, series = {Die Rehabilitation : Zeitschrift f{\"u}r Praxis und Forschung in der Rehabilitation}, volume = {53}, journal = {Die Rehabilitation : Zeitschrift f{\"u}r Praxis und Forschung in der Rehabilitation}, number = {1}, publisher = {Thieme}, address = {Stuttgart}, issn = {0034-3536}, doi = {10.1055/s-0033-1341457}, pages = {31 -- 37}, year = {2014}, abstract = {Introduction: Cardiac rehabilitation is designed for patients suffering from cardiovascular diseases or functional disabilities. The aim of a cardiac rehabilitation is to improve overall physical health, psychological well-being, physical function, the ability to participate in social life and help patients to change their habits. Regarding the heterogeneity of these aims measuring of the effect of cardiac rehabilitation is still a challenge. This study recommends a concept to assess the effects of cardiac rehabilitation regarding the individual change of relevant quality indicators. Methods: With EVA-Reha; cardiac rehabilitation the Medical Advisory Service of Statutory Health Insurance Funds in Rhineland-Palatinate, Alzey (MDK Rheinland-Pfalz) developed a software to collect data set including sociodemographic and diagnostic data and also the results of specific assessments. The project was funded by the Techniker Krankenkasse, Hamburg, and supported by participating rehabilitation centers. From 01. July 2010 to 30. June 2011 1309 patients (age 71.5 years, 76.1\% men) from 13 rehabilitation centers were consecutively enrolled. 13 quality indicators in 3 scales were developed for evaluation of cardiac rehabilitation: 1) cardiovascular risk factors (blood pressure, LDL cholesterol, triglycerides), 2) exercise capacity (resting heart rate, maximal exercise capacity, maximal walking distance, heart failure [NYHA classification], and angina pectoris [CCS classification]) and 3) subjective health (IRES-24: pain, somatic health, psychological wellbeing and depression as well as anxiety on the HADS). The study was prospective; data of patients were assessed at entry and discharge of rehabilitation. To measure the success of rehabilitation each parameter was graded in severity classes at entry and discharge. For each of the 13 quality indicators changes of severity class were rated in a rating matrix. For indicators without a requirement for medical care neither at entry nor at discharge no rating was performed. Results: The grading into severity classes as well as the minimal important differences were given for the 13 quality indicators. The result of rehabilitation can be demonstrated in suitable form by means of rating of the 13 quality indicators according to a clinical population. The rating model differs well between clinically changed and unchanged patients for the quality indicators. Conclusion: The result of cardiac rehabilitation can be assessed with 13 quality indicators measured at entry and discharge of the rehabilitation program. If a change into a more favorable category at the end of rehabilitation could be achieved it was counted as a success. The 13 quality indicators can be used to assess the individual result as well as the result of a population - e.g. all patients of a clinic in a specific time period. In addition, the assessment and rating of relevant quality indicators can be used for comparisons of rehabilitation centers.}, language = {de} } @article{ReithSeyfried2018, author = {Reith, Florian and Seyfried, Markus}, title = {Balancing the Moods}, series = {Higher education policy}, volume = {32}, journal = {Higher education policy}, number = {1}, publisher = {Palgrave Macmillan}, address = {Basingstoke}, issn = {0952-8733}, doi = {10.1057/s41307-018-0124-6}, pages = {71 -- 91}, year = {2018}, abstract = {Quality management (QM) has spread around the world and reached higher education in Europe in the early 1990s (Mendel, 2006, 137; Kernegger and Vettori, 2013, 1). However, researchers were rather more interested in national quality assurance policies (macro-level) and accreditation systems (meso-level) than in intra-organizational perspectives about the day-to-day implementation of quality assurance policies by various actors (micro-level). Undoubtedly, organizational change is a challenging endeavor for all kinds of groups. On the one hand, it provides the opportunity of further development and innovation, but on the other hand, it exposes organizations and actors to the risk of losing established structures and accepted routines. Like in many other organizations, actors may not necessarily perceive change as a promoter of innovation and development. Instead, they may consider change as a threat to the existing status quo or, as March points out, as an "interplay between rationality and foolishness" (March, 1981, 563). Consequently, change provokes either affective or behavioral actions (Armenakis and Bedeian, 1999, 308-310), such as, for example, resistance. Anderson (2006, 2008) and Lucas (2014) have shown, for example, that academic resistance is an important issue. However, Piderit characterizes resistance as a multidimensional construct (Piderit, 2000, 786-787) subject to a wide variety of issues related to quality and QM. Although QM has been described as a "fashion" (Stensaker, 2007, 101) in the higher education sector that provokes many different reactions, its implementation in higher education institutions (HEIs) is still a rather unexplored field. Thus, the evidence provided by Anderson (2006, 2008) and others (Newton, 2000, 2002; McInnis et al., 1995; Fredman and Doughney, 2012; Lucas, 2014; etc.) needs to be expanded, because they only consider the perspective of academia. In particular, the view of other actors during the implementation of quality assurance policies is a missing piece in this empirical puzzle. Nearly nothing is known about how quality managers deal with reactions to organizational change like resistance and obstruction. Until now, only a few studies have focused on intra-organizational dynamics (see, for example: Csizmadia et al., 2008; Lipnicka, 2016). Besides the lack of research on the implementation of quality assurance policies in HEIs, quality managers seem to be an interesting subject for further investigations because they are "endogenous" to institutional processes. On the one hand, quality managers are the result of quality assurance policies, and on the other hand, they influence the implementation of quality assurance policies, which affect other actors (like academics, administrative staff, etc.). Here, quality managers, as members of an emerging higher education profession, are involved in various conflict lines between QM, HEI management and departments, which need further research (Seyfried and Pohlenz, 2018, 9). Therefore, the aim of our paper is twofold: firstly, to answer the question of how quality managers perceive resistance, and secondly, which measures they take in situations of perceived resistance. We offer a new research perspective and argue that resistance is not merely provoked by organizational change; it also provokes counter-reactions by actors who are confronted with resistance. Thus, resistance seems to be rather endogenous. To theorize our argument, we apply parts of the work of Christine Oliver (1991), which provides theoretical insights into strategic responses to institutional processes, ranging from acquiescence to manipulation (Oliver, 1991, 152). We, therefore, investigate the introduction of QM in teaching and learning, and the emergence of quality managers as higher education professionals as one of the results of quality assurance policies. Consequently, the introduction of QM may be considered as an institutional process provoking reactions and counter-reactions of various organizational units within HEIs. These circumstances are constitutive for how quality managers deal with resistance and other reactions toward organizational change. We use this theoretical framework to analyze the German higher education sector, because this particular case can be considered as a latecomer in New Public Management reforms (Schimank, 2005, 369) and Germany is a country where academic self-governance plays a very important role, and strongly influences academics' behavior when it comes to organizational change (Wolter, 2004). Our empirical results are based on a mixed-methods research design and integrate half-structured interviews and a nationwide survey at the central level in German HEIs, which excludes faculty members of QM (decentral level). They reveal that quality managers take different types of action when resistance occurs during the implementation of quality assurance policies. Furthermore, quality managers mainly react with different tactics. These tactics seem to be relevant for convincing academics and for the enhancement of their commitment to improve the quality of teaching and learning, instead of provoking further resistance or avoidance practices. This article proceeds as follows: the next sections describe the context and explain our main theoretical concepts referring to the work of Oliver (1991) and others. After that, we present our case selection and the methodological framework, including the data sources and the operationalization of selected variables. Finally, we provide our empirical results about quality managers' perceptions on resistance and we draw conclusions.}, language = {en} } @book{Pohlenz2015, author = {Pohlenz, Philipp}, title = {Kolloquien zur Qualit{\"a}t von Lehre und Studium}, publisher = {Universit{\"a}tsverlag Potsdam}, address = {Potsdam}, url = {http://nbn-resolving.de/urn:nbn:de:kobv:517-opus4-73199}, publisher = {Universit{\"a}t Potsdam}, year = {2015}, abstract = {Das im vorliegenden Beitrag beschriebene hochschuldidaktische Format des Kolloquiums dient dem kollegialen Austausch Lehrender {\"u}ber typische Probleme ihres Lehralltags und {\"u}ber m{\"o}gliche L{\"o}sungswege. Daf{\"u}r wird das Erfahrungswissen der Lehrenden als Praktikerinnen und Praktiker aktiviert. Das Format wurde 2012 an der Universit{\"a}t Potsdam eingef{\"u}hrt und wurde mittlerweile auf die Universit{\"a}t Magdeburg {\"u}bertragen. Der Artikel beschreibt die Kennzeichen des Formats und diskutiert seinen theoretischen Hintergrund.}, language = {de} } @book{Marienfeldt2016, author = {Marienfeldt, Justine}, title = {Qualit{\"a}tsmanagement in Nonprofit-Organisationen}, series = {Schriftenreihe f{\"u}r Public und Nonprofit Management}, journal = {Schriftenreihe f{\"u}r Public und Nonprofit Management}, issn = {2190-4561}, url = {http://nbn-resolving.de/urn:nbn:de:kobv:517-opus4-408877}, publisher = {Universit{\"a}t Potsdam}, pages = {I, 30}, year = {2016}, abstract = {Die vorliegende Arbeit besch{\"a}ftigt sich mit Qualit{\"a}tsmanagementsystemen in Nonprofit-Organisationen. Sie stellt dabei das Spannungsfeld verschiedener Akteursinteressen innerhalb von Nonprofit-Organisationen in den Vordergrund. Dies erfolgt anhand des mikropolitischen Ansatzes, der allen Akteuren innerhalb einer Organisation eigene Interessen zugesteht, die sie durch Taktiken und Strategien in Machtk{\"a}mpfen versuchen durchzusetzen. Untersucht wird der Prozess der Entstehung und Evaluation von konkreten Maßnahmen, den sogenannten Qualit{\"a}tszielen, und den Einfluss von p{\"a}dagogischen Mitarbeitenden auf deren Formulierung. Dies erfolgt anhand einer Einzelfallstudie. Mithilfe von qualitativen Interviews wurde untersucht, inwieweit p{\"a}dagogische Mitarbeitende die Einflussm{\"o}glichkeiten des Qualit{\"a}tsmanagementsystems zur strategischen Organisationsentwicklung und Durchsetzung eigener Interessen nutzen. Die Ergebnisse zeigen, dass es zwei Typen von Mitarbeitenden gibt, aktive und passive, die entweder einen Machtgewinn oder -verlust erleben. Aufgrund der kooperativen Art der Kommunikation und Entscheidungsfindung sowie kaum divergierenden Interessen zwischen den verschiedenen Akteuren bleiben die vorhandenen Einflussm{\"o}glichkeiten im Sinne von organisationsinternen Machtk{\"a}mpfen und mikropolitischen Taktiken bisher jedoch weitestgehend ungenutzt. Diese Falleigenschaften erkl{\"a}ren, wieso der mikropolitische Ansatz bei der Analyse nicht zu den antizipierten Resultaten gef{\"u}hrt hat.}, language = {de} } @article{KleinertBrand2011, author = {Kleinert, Jens and Brand, Ralf}, title = {Quality management of sport psychology care in competitive sports - (no) effect without acceptance?!}, series = {Zeitschrift f{\"u}r Sportpsychologie}, volume = {18}, journal = {Zeitschrift f{\"u}r Sportpsychologie}, number = {2}, publisher = {Hogrefe}, address = {G{\"o}ttingen}, issn = {1612-5010}, doi = {10.1026/1612-5010/a000041}, pages = {60 -- 72}, year = {2011}, abstract = {In the past decade quality management (QM) has grown to be one of the most important topics in the area of applied sport psychology. There we discuss structures, processes, and results concerning QM, considering the QM model of the European Foundation of Quality Management (EFQM). In terms of results, quality can be defined in three areas: the coaching process itself (e. g., satisfaction and well-being of coach and client), psychological skills (e. g., efficacy of techniques used by the client), and health, personality, as well as sport performance (e. g., client's motor behavior in training and competition). Measures and processes to improve and ensure quality in these three areas are discussed as being dependent on four types of determinants: associated institutions, sport psychologists (i.e., individual competence and valence of tasks), coaching character, and socio-economic factors. As key processes of QM in this complex structure, both orientation to stakeholders and communication about quality and QM measures are identified.}, language = {de} } @phdthesis{Brase2019, author = {Brase, Alexa Kristin}, title = {Spiele um Studium und Lehre? Zur mikropolitischen Nutzung von Qualit{\"a}tsmanagementsystemen an Hochschulen in Deutschland}, doi = {10.25932/publishup-43737}, url = {http://nbn-resolving.de/urn:nbn:de:kobv:517-opus4-437377}, school = {Universit{\"a}t Potsdam}, pages = {IX, 228}, year = {2019}, abstract = {Die Wissenschaftsfreiheit ist ein Grundrecht, dessen Sinn und Auslegung im Rahmen von Reformen des Hochschulsystems nicht nur der Justiz, sondern auch der Wissenschaft selbst immer wieder Anlass zur Diskussion geben, so auch im Zuge der Einf{\"u}hrung des so genannten Qualit{\"a}tsmanagements von Studium und Lehre an deutschen Hochschulen. Die vorliegende Dissertationsschrift stellt die Ergebnisse einer empirischen Studie vor, die mit einer soziologischen Betrachtung des Qualit{\"a}tsmanagements unterschiedlicher Hochschulen zu dieser Diskussion beitr{\"a}gt. Auf Grundlage der Pr{\"a}misse, dass Verlauf und Folgen einer organisationalen Innovation nur verstanden werden k{\"o}nnen, wenn der allt{\"a}gliche Umgang der Organisationsmitglieder mit den neuen Strukturen und Prozessen in die Analyse einbezogen wird, geht die Studie von der Frage aus, wie Akteurinnen und Akteure an deutschen Hochschulen die Qualit{\"a}tsmanagementsysteme ihrer Organisationen nutzen. Die qualitative inhaltsanalytische Auswertung von 26 Leitfaden-Interviews mit Prorektorinnen und -rektoren, Qualit{\"a}tsmanagement-Personal und Studiendekaninnen und -dekanen an neun Hochschulen ergibt, dass die Strategien der Akteursgruppen an den Hochschulen im Zusammenspiel mit strukturellen Aspekten unterschiedliche Dynamiken entstehen lassen, mit denen Implikationen f{\"u}r die Lehrfreiheit verbunden sind: W{\"a}hrend die Autonomie der Lehrenden durch das Qualit{\"a}tsmanagement an einigen Hochschulen unterst{\"u}tzt wird, sind sowohl Autonomie als auch Verantwortung f{\"u}r Studium und Lehre an anderen Hochschulen Gegenstand andauernder Konflikte, die auch das Qualit{\"a}tsmanagement einschließen.}, language = {de} }