COA's Performance and Quality Improvement (PQI) standards encourage agencies to use data to identify areas of needed improvement and implement improvement plans in support of achieving performance targets, program goals, client satisfaction, and positive client outcomes.
A hallmark of COA’s comprehensive approach to PQI is the promotion of a broad-based, agency-wide process inclusive of staff and stakeholders, as a vital, necessary management tool. The PQI standards reflect what experts know about what it takes to start, and maintain, a useful quality improvement program. Taken together, the standards include practices that counter the tendency of agencies to place responsibility for quality improvement and results in one or a few individuals. As such, the standards recognize the value of involving staff at all levels of the agency.
COA's PQI standards provide significant guidance directed at the role of leadership, support for measurement, use and communication of improvement results, and staff training and support practices that reach the full agency. The standards promote wide support and full participation in the improvement process.