Page 15 - QVM - Quality, Value and Metrics - November 29, 2017
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QVM - Quality, Value, and Metrics
Quality standards and principles emphasize the currency, appropriateness, and effectiveness of service
delivery in the practice of business law. Concepts of individualization of services to the needs of the
businesses served, consideration of various service delivery models, interdisciplinary team 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.
14
Quality standards and principles emphasize the currency, appropriateness, and effectiveness of service
delivery in the practice of business law. Concepts of individualization of services to the needs of the
businesses served, consideration of various service delivery models, interdisciplinary team 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.
14
