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This article explores the potential of process-oriented quality management in the field of social assistance, with a specific focus on case management services in Romania. Rooted in a sociological framework that integrates positivist, interpretive, and critical paradigms, the research applies a mixed-methods design to analyze the dysfunctions affecting the quality of intervention processes. The empirical data were collected through 400 questionnaires addressed to service beneficiaries and four focus groups involvi...