Quality Standards are clearly stated definitions of what is expected of
employees and/or the organization’s goals. They are written as
Operational Definitions
which specify what is to be done, who is responsible, how the
information can be verified, and the timeline for completion.
Quality Standards should be defined such that:
they are measurable and observable so that all parties are clear on
the meaning and whether or not the standard is being met,
they are based on processes employees are expected to adhere to, or reflect
outcomes to which employees and/or the organization aspires,
the criteria to determine if the standard is being met are realistic and achievable, and
are periodically revised to reflect higher goals.
Example Quality Standards
Below are two example Quality Standards. One is a
Process Standard,
and the second is an
Outcome Standard.
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Process Quality Standard: Skill Acquisition
Title: Met Consumer Skill Aquisition Objective
Operational Definition: Monthly progress reports show that
individuals are meeting the skill acquisition objectives established
for them on their annual plans. This Standard is considered "Achieved"
if the last monthly progress report is in the person's file and
shows that a prorated proportion of the annual objectives have been
met.
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Outcome Quality Standard: Target Behavior Reduction
Title: Met or Improved Consumer Monthly Objective
Operational Definition: Based on a review of the monthly reports
for each consumer, this Standard is considered “Achieved” if the
quarterly objective is met or indicates a trend in the intended
direction (the rate is the lowest it has been on any previous report).
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