Accountability and effectiveness of NGOs: adapting business tools successfully

Abstract

The central argument of this article is that many of the tools developed to strengthen for-profit businesses can be applied to NGOs to make them more effective and accountable. The authors address a gap in the development literature by defining and describing how business tools can be effectively transferred to NGOs. They examine the implementation of ISO 9000 Quality Standard by one NGO, the Cambodia Trust. The experiences of the Cambodia Trust demonstrate that business tools have a place in NGO management. The article also questions the extent to which the Cambodian experience can be seen as best practice for NGOs.

Notes

1. Here, as elsewhere, ‘ISO 9000’ is used loosely to refer to the complete set of related ISO 9000 standards. The Cambodia Trust has ISO 9001:2000 certification. For further details, see the ISO website www.iso.ch.

2. To the best of the authors' knowledge. In response to an enquiry, ISO said they were not aware of any NGOs in developing countries with ISO 9000 certification, but that it was difficult for them to comment, as they were not directly involved in the certification process.

3. As of 2003, only eight of the 100-plus staff of the Trust are foreigners, four of whom are employed by the School. To maintain its Category II ISPO accreditation, certain qualifications are required which Cambodian nationals do not have at present, although it is envisaged that Cambodian graduates of the Trust's school will eventually fill these posts.

4. Morris (2000) defines social capital as ‘the features of social organisation, such as trust, norms and networks, that can improve the efficiency of society by facilitating co-coordinated actions’.

Additional information

Notes on contributors

Eoghan Walsh

Eoghan Walsh is an independent development consultant with extensive experience in the private sector as a management consultant. His research interests include the management of development organisations.

Helena Lenihan

Helena LenihanSenior Lecturer in the Department of Economics at the University of Limerick. Her research interests include regional policy and its evaluation.