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Private Draft QVM - Quality, Value, and Metrics
participation, age- and area-specific competencies, and data-driven decision making are featured.
Indicators reflect the need to consider all aspects of communication by attorneys to business clients
and business clients to their attorneys. Intrinsic to these indicators is the assumption that every
aspect of a program is driven by its individual stated purpose and scope of services.
The quality indicators cover five topic areas, each of which applies to professional services:
Purpose and scope of legal services;
Legal service delivery;
Quality program operations;
Program evaluation and performance improvement; and
Ethics.
For each of these, there is a statement of the underlying principle followed by key components of
the application of the principle. A question-and-answer format has been used to assist programs in
thinking about the application of the components to their specific needs and the needs of the
businesses they serve. The topic areas are discussed sequentially, in that they build upon one
another, similar to a pyramid. For example, since all aspects of a program are based upon the
definition of its clients and the services to be provided, the first task for a program is to define the
purpose and scope of services. Similarly, for program evaluation and performance improvement to
be meaningful, the components of service delivery and program operations must first be specified.
Finally, ethical practices of the program and its team apply to all areas of program operations.
When used as a tool for program self-assessment, these indicators provide a framework for
generating a quality report. A written narrative summary of the self-assessment findings, according
to this framework, might be used to document the quality program’s voluntary adherence to these
quality indicators to administrators, lawyers, clients, executives, and other stakeholders.
A. Purpose and Scope of Services
The program articulates its purpose and identifies the populations it serves.
The program has a written statement that describes its purpose.
What is the written purpose of the program?
Some programs define their purposes through the use of a mission statement, vision
statements, and/or organization values. The purpose typically is developed by gathering
input from staff at all levels of the program.
The scope of program services is clearly defined with clients and types of services provided.
What is the quality program’s scope of services?
A quality program’s scope of services is part of the broader scope of practice. It is defined by
taking into account the characteristics of businesses served, communication variations, and
types of services.
The program demonstrates how its purpose and scope are integrated within the purpose of
the overall institution.
How does the quality program’s written purpose relate to the purpose of the law firm or
corporate legal department?
18
participation, age- and area-specific competencies, and data-driven decision making are featured.
Indicators reflect the need to consider all aspects of communication by attorneys to business clients
and business clients to their attorneys. Intrinsic to these indicators is the assumption that every
aspect of a program is driven by its individual stated purpose and scope of services.
The quality indicators cover five topic areas, each of which applies to professional services:
Purpose and scope of legal services;
Legal service delivery;
Quality program operations;
Program evaluation and performance improvement; and
Ethics.
For each of these, there is a statement of the underlying principle followed by key components of
the application of the principle. A question-and-answer format has been used to assist programs in
thinking about the application of the components to their specific needs and the needs of the
businesses they serve. The topic areas are discussed sequentially, in that they build upon one
another, similar to a pyramid. For example, since all aspects of a program are based upon the
definition of its clients and the services to be provided, the first task for a program is to define the
purpose and scope of services. Similarly, for program evaluation and performance improvement to
be meaningful, the components of service delivery and program operations must first be specified.
Finally, ethical practices of the program and its team apply to all areas of program operations.
When used as a tool for program self-assessment, these indicators provide a framework for
generating a quality report. A written narrative summary of the self-assessment findings, according
to this framework, might be used to document the quality program’s voluntary adherence to these
quality indicators to administrators, lawyers, clients, executives, and other stakeholders.
A. Purpose and Scope of Services
The program articulates its purpose and identifies the populations it serves.
The program has a written statement that describes its purpose.
What is the written purpose of the program?
Some programs define their purposes through the use of a mission statement, vision
statements, and/or organization values. The purpose typically is developed by gathering
input from staff at all levels of the program.
The scope of program services is clearly defined with clients and types of services provided.
What is the quality program’s scope of services?
A quality program’s scope of services is part of the broader scope of practice. It is defined by
taking into account the characteristics of businesses served, communication variations, and
types of services.
The program demonstrates how its purpose and scope are integrated within the purpose of
the overall institution.
How does the quality program’s written purpose relate to the purpose of the law firm or
corporate legal department?
18
