Introduction
Most not-for-profit boards want to ensure that the outcomes they achieve are improving or maintaining the quality of life for their members or clients. Unfortunately, quality is defined differently in different settings. Therefore, it is almost impossible to copy definitions of quality from other boards and assume the one chosen will be satisfactory in one’s own setting.
This article discusses the importance of defining quality.
Defining Quality for Not-for-Profit Boards
Even though quality in any program or service can be difficult to define, it is vital for boards to accept that if something is not clearly defined it cannot be measured reliably.
When quality is not defined data can be manipulated by the presenter to serve his purposes.
Example: A not-for-profit board approved a program for its clients/members. The program took place and the antidotal records indicate that the program was a huge success.
Supposedly, clients made significant gains which would be demonstrated when they entered the next program. Unfortunately, when the clients were formally tested in the that program, they did not demonstrate any gains.
Which data is accurate? That which was found in the client-provided stories or the results of the formal testing?
Both groups argued that their data should be used by the board to make decisions. Now the board has a dilemma. Does it continue to fund the program at another time or does it require changes which would guarantee measurable improvements.
As shown in this example, this board has to step back and determine what it means by quality.
4 ways to look at the meaning of quality
The four ways to view quality are outlined below
- Exceeding the expectations as reported by those engaging in a program/ service or as demonstrated by the evaluation results.
Example: If a percentage of individuals completing a program is set by the board as a measure of success, then any number above that would be an example of exceeding the expectations.
2. Surpassing norms/standardsalready set for a specific program or service.
Example: It is possible, although not always desirable to set norms or standards for programs or services. Certain programs may already have local or national norms associated with them. When these norms are used as a measure of success, the program or service could be considered successful.
3. The degree to which the processesutilized increase the probability of achieving the board’s desired outcomes and reducing identified undesirable outcomes.
Example: There are benefits and risks associated with all programs and services. When a board identifies them, it makes decisions about what risk it is willing to accept and those which it would not accept at this time. Therefore, in this case the report on processes used would be evaluated to determine the degree to which the desired outcomes were attained and undesirable outcomes were mitigated.
4. The standardby which the right activities are done the right way achieving the outcomes desired each and every time the program or service is offered.
Example: In this case, it is essential to present the program or service in a specific way each time it is offered. Quality is seen as the ability of the deliverers to do the right things, the right way, thus achieving the outcomes desired each and every time the program or service is offered.
To learn more about setting standards, ensuring that monitoring systems produce reliable data, and using data to take corrective action watch for the next blog post.
To read more about quality and not-for-profit boards follow the link.
