You will learn a system of quality management to assure effective and efficient implementation of the information provided in Modules 1, 2 and 3. In the previous Modules you learned what to do — after Module 4, you will know how to get it done. Agencies from across the world report that after they have sent their staff and management teams to this Module they were able to make significant improvements in the quality of services that they provide – “in spite of insufficient resources,” “low wages,” “lack of staff skills,” and “poor staff motivation.”
Operationally define expectations for staff
Individualize and implement the Periodic Service Review combining the principles of Total Quality Management and Organizational Behavior Management
Introduce a performance monitoring system that is acceptable to staff
Design and implement a proven system of staff training
Individualize and implement the Procedural Reliability System (a system to ensure service integrity)
Design and implement a combined quality assurance and quality improvement system
Produce sweeping improvements in service quality
