In my last post, I argued that for continuous quality improvement work in nonprofits to be meaningful and make significant impacts on an organization, it must be: Intrinsically motivated Guided by our own definitions of quality Directed toward goals and driven to change Integrated, not siloed Applied and iterated In this post, I want to[…]
In my last post, I introduced a widely accepted definition of quality – meeting or exceeding customer expectations – and how a narrow (and uninspired) interpretation and application of that definition in the nonprofit sector has led to a focus on compliance rather than improvement. Rather than defining high quality service for ourselves, nonprofits define[…]
Why Should You Care about Quality Improvement? There is no shortage of well-meaning business leaders, public officials, and bloggers who think they’ve diagnosed what’s “wrong” with the nonprofit sector. Nonprofits are inefficient or poorly managed. Nonprofits need to think and act like businesses. Nonprofits aren’t innovative. I don’t get offended by or hung up on[…]