
	PERFORMANCE A measure of how well an organizational system provides services to consumers. Performance is often based on key indicators, such as rates of service, cost per consumer, degree of satisfaction with services, and extent of consumer access to services.


	QUALITY In this context, the extent to which contemporary and generally recognized standards for professional practice are met and exceeded, and desirable service outcomes achieved.


	PROGRAM A system of services offered by an organization. For example, an organization providing a mental health service may offer several mental health programs to different populations, e.g., a mental health program for adolescent teens. The word "program" can be used interchangeably with the word "service" or to describe specific programs.


	SERVICE One or more organization-operated programs or activities that have a common general objective and deploy the organization's material and human resources in a planned and systematic manner. An organization that publicly promotes or identifies itself in writing as offering a service, is licensed to deliver a service, assigns personnel and/or space to a service, or allocates financial resources to a service is considered to offer that service.


	PERSONNEL The body of employees and/or volunteers that carries out the organization's tasks under the organization's administration and/or supervision. This definition does not include foster parents who are specifically referenced in relevant standards


	STAKEHOLDER Any person, group, or organization that has a vested interest in the services provided by the organization. Examples: clients, consumers, personnel, funding organizations, referral organizations, vendors, and governmental bodies.


	PRACTICE Established actions or ways of proceeding in the regular performance of organizational duties. Policies and procedures often guide practice.


	CONFIDENTIALITY An ethical and practice principle that requires the protection of information shared within a professional-client relationship. An organization that upholds confidentiality prohibits personnel from disclosing information about persons served without their written consent.


	LEADERSHIP A nonprofit organization's leadership consists of its governing body, chief executive officer, and may also include its senior management. In a public agency the term refers to the agency head and administration team. The term "leadership" is not generally applied to for-profit organizations. With respect to COA standards, in for-profit organizations the term leadership applies to the owner and board of directors if one exists.


	INDICATOR A described activity, event, outcome, or benchmark used for measurement in monitoring the quality and outcome(s) of service.


	BENCHMARK The quantifiable measurement of best practices in the industry. Organizations can compare their results with the industry benchmark. For example, a benchmark for a community service organization might be to respond to all non-emergency telephone inquiries within 24 hours.

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PA-PQI 5: Use and Communication of Quality Information to Make Improvements*

Findings based on improvement efforts are disseminated to personnel and stakeholders and are used to improve programs and practice.

Interpretation: Staff should be mindful of confidentiality issues when preparing reports.

Note: Please see Worksheet: Initial PQI Review, Worksheet: PQI Operational_Procedures, Tip Sheet: Stakeholder Involvement and Chart: Improvement Cycle in the Tools Index for additional assistance with this standard.

PA-PQI 5.01

The agency:

reviews results;
identifies areas of needed improvement;
implements and evaluates improvements on a small or broad scale;
modifies implemented improvements as needed; and
keeps staff informed and involved throughout the cycle.

PA-PQI 5.02

Senior managers regularly review and discuss PQI reports to:

identify areas of needed improvement;
set improvement activity priorities; and
manage their operations and programs.

PA-PQI 5.03

Internal and external stakeholders review performance data and outcomes results in order to:

identify strengths and areas of positive practice; and
provide feedback about areas of needed improvement.

PA-PQI 5.04

The agency’s leadership, including advisory members, and PQI personnel communicate with staff and stakeholders about achievements relative to desired outcomes, indicators, and benchmarks or targets.

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	PURPOSE: An agency-wide Performance and Quality Improvement (PQI) program advances efficient, effective service delivery and the achievement of strategic and program goals.

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