Page 24 - QVM - Quality, Value and Metrics - November 29, 2017 2

QVM - Quality, Value, and Metrics

 Outcomes of businesses served;

 Legal guidelines;

 Staffing, staff competence, and staff development; and

 Legal records.

How does the quality program’s performance improvement process address pertinent aspects of
legal service delivery?

The program periodically and systematically reviews information about its legal service delivery.
Specifically, the program may review data from

 Outcomes of businesses served that relate to goals achieved and/or satisfaction with
services delivered;

 Legal guidelines for the delivery of services that might include initiation and termination
of service criteria, legal protocols, and legal pathways; and

 The level of professionals needed to accomplish the quality program’s legal service
delivery goals, professional competencies in delivering the legal services, and areas of
professional development necessary for delivering the legal services.

As a result of these periodic reviews, the program makes modifications in its legal service delivery as
necessary in an effort to improve program performance.

 The quality program’s performance improvement process reflects evidence-based practice and
includes periodic and systematic reviews of program operations, including:

 Purpose

 Scope of services

 Attainable program goals and measurable objectives

 Administration/leadership

 Financial operations

 Physical facilities and environment

 Equipment and materials

 Ethical conduct

 Compliance with legal mandates and regulations

How does the quality program’s performance improvement process address pertinent aspects of
program operations?

The program periodically and systematically reviews information about its operations. The
quality program’s purpose and scope of services are reviewed on an ongoing basis to ascertain
that they continue to be relevant to the legal services delivered. The quality program’s
measurable objectives are reviewed to determine the extent to which program goals have been
achieved. The budget is reviewed periodically throughout the year and compared with actual
income and expenses as a means of measuring ongoing stability of financial operations. Ethical

23