•Results that are measurable through internal customer and external customer satisfaction surveys and input.

•Achievements that include direct care staff participation in the process of improved service delivery and a seamless system of Quality Improvement that includes all stakeholders (consumers, parents, guardians, funders, staff, community supports, employees, contractors, etc.).

•Responsive to survey data collected from internal and external customers.

•Responsive to credentialing and accreditation recommendations from M.C.O. and other accrediting organizations.

•Cost containment that is accountable and meets standards of
industry.

•Timely implementation of steps to correct and improve areas of weakness.

•Utilization of data collected as resource to bench mark and achieve acceptable quality outcomes.

Aggregated Individual Service Satisfaction:

•Develop a system-wide approach to addressing areas of improvement that impact internal and external customers.

•Develop policy and procedures as a result of customer input that drives the quality improvement and cost satisfaction process.