Table 6 Frequencies and percentages of quality practices in the criterion Processes

5a. Processes are systematically designed and managed

   Work methods and organizational process are explicitly defined

   There is comprehensive documentation about work methods and organizational processes

   Organizational processes are periodically revised

   Work processes exist to promote efficient behaviour patterns throughout the organization

   Emergency protocols are periodically revised

5b. Processes are improved, as needed, using innovation in order to fully satisfy and generate increasing value for customers and other stakeholders

   Development and innovation of processes is emphasized

5c. Services are designed and developed based on customer needs and expectations

   The organization knows which services customers need

   The organization is oriented towards the fulfilment of customers' expectations and needs

5d. Services are produced, delivered and serviced

   The organization is committed to develop PA programmes for older adults, concerning the components: aerobic fitness, muscular-strength, balance and flexibility

   Preparticipation screening is designed to guarantee the safe participation of customers

   Recommendations about the components of the exercise training session are followed (warm-up, stretching, conditioning and cool down phases)

   Progression in the exercise training sessions is followed

   The front desk is the central point of contact between the organization and the customer

   The organization advertises its services

   Environmental conditions of exercise sessions are guaranteed

   Good accessibilities to the PA programme are guaranteed (side-walks, passenger transportation)

   Access to the programme are facilitated by different processes or pathways

5e. Customer relationships are managed and enhanced

   Standardized systems are in place to deal with customer complaints

   Standardized systems are in place to deal with customer suggestions