ERIC Number: ED328009
Record Type: RIE
Publication Date: 1990-May
Reference Count: N/A
Quality Services Management: A Consumer-Oriented Model for Systems Audit and Strategic Intervention.
Baker, Pamela C.
The paper describes Quality Service Management (QSM) as applied to the provision of services to disabled and other special needs persons. QSM is defined as a systems approach to consumer relations based on the belief that quality care may be achieved only within the context of overall services management. Differences among "quality accountability" concepts such as quality control, quality circles, quality assurance, and quality services management are explained. QSM is an internal monitoring system which targets the specific criteria of timeliness, accuracy, outcome/results, conformance to requirements or procedures, and recognized standards of care or benchmarks of quality. The system records performance on selected indicators of quality in administrative, clinical, fiscal, physical, and programmatic audit areas. Six steps for QSM implementation are outlined: (1) develop a mission statement, philosophy, and goals and appoint a coordinator; (2) define service areas for audit; (3) operationalize the process; (4) develop reporting protocol on which indicators will be recorded; (5) establish internal monitoring schedule; and (6) design and implement a training program. A suggested classification system for performance indicators is attached. Includes 18 references. (DB)
Publication Type: Reports - Descriptive; Speeches/Meeting Papers
Education Level: N/A
Authoring Institution: N/A
Identifiers: Quality Service Management
Note: Paper presented at the Annual Meeting of the American Association on Mental Retardation (Atlanta, GA, May 27-31, 1990).