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What does ‘quality’ mean in the context of rural extension and advisory services?
¿Qué significa ‘calidad’ en el contexto de la extensión rural y los servicios de asesoramiento técnico?
DOI:
https://doi.org/10.15446/agron.colomb.v38n1.81738Keywords:
agricultural extension, total quality management, rural development, institutional learning (en)extensión agrícola, gestión total de la calidad, desarrollo rural, aprendizaje institucional (es)
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The quality of rural extension and advisory services is a crucial element in fostering innovation and rural development. This article aims to clarify the concept of quality of rural extension and to develop a preliminary theoretical framework. An ample literature review was conducted in search of articles on service quality and quality of rural extension and advisory services. The first part presents the main results of the literature search
on quality of extension services. The definition of quality is not universal. Quality cannot be conceptualized only as farmers’ satisfaction or as extension results. It has different dimensions or components and stakeholders have different points of view about it. The second part of this article discusses the definition of service quality and the concept of Total Quality Management and underlines that the concept of quality varies
according to industry types or contexts and is the result of complex negotiation among different stakeholders. Finally, a comprehensive theoretical framework for addressing quality of rural extension and advisory services is presented that differentiates among enablers that limit or facilitate the delivery of quality rural extension and advisory services, the production and delivery processes, and results obtained. Here, the key role
played by quality self-assessment and organizational learning is highlighted.
La calidad de los servicios de extensión rural y asesoramiento técnico es fundamental para impulsar procesos de innovación y desarrollo. Este artículo busca clarificar el concepto de calidad de la extensión rural y desarrollar un marco teórico preliminar. Se realizó una amplia revisión bibliográfica sobre la calidad de los servicios y de la extensión rural. La primera parte presenta los principales resultados de la revisión sobre
calidad de la extensión: su definición no es universal, no puede ser conceptualizada únicamente ni como satisfacción de los productores ni como resultados de extensión, posee diferentes dimensiones o componentes, y los actores tienen diferentes visiones sobre ella. La segunda parte discute la definición de calidad de servicios y el concepto de Gestión Total de la Calidad y destaca que el concepto de calidad varía según el contexto y el sector productivo, siendo el resultado de complejos procesos de negociación entre diferentes actores. Finalmente se propone un marco teórico completo para abordar la calidad de los servicios de extensión, el cual diferencia entre facilitadores que hacen posible o que limitan la prestación de un servicio de calidad, el proceso mismo de producción y prestación del servicio, y los resultados obtenidos. Se destaca el rol clave que juegan la autoevaluación de la calidad y el aprendizaje organizacional.
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