abstract-the research collects and analyzes data from the first ten years of the employment of quality management systems (QMS) concerning the whole of recognized and subsidized adult institutions of canton ticino (switzerland), based on the standard UFAS / AI 2000 issued by federal office of social assurance. The research aims to abserve and analyze the emerging perceptions of the major stakeholders following the introduction of quality management systems, and in particular to note perceptions as to the impact of QMS on the setting up and management of work activities in institutions. The raw data collected involve 29 accountable institutions, among which are housing facilities and employment and daycare centres of 82 service units. The survey provides, at a national level, the first qualitative evaluation report consequent to the introduction in switzerland of QMS in the socio-educational sphere considered. The impact examination,shows that the introduction of QMS, for most of the actors considered, involves a significant internal review of service to individuals , roles and responsibilities ,and operational processes. The relevance of the model is recognized especially for linear processes and standardization of service, while it is clearly questioned for complex processes such as those which are characterized by individual user intervention. Unlike our previous studies,we have limited ourselves to the opinions of professional actors, taking for granted the verification of other stakeholders ,and in particular the people to whom the service is specifically oriented (Mainardi & Solca, 2004a;Minardi,2008). keywords-quality, management, institutions, mental retardation,management systems