Page 69 - QVM - Quality, Value and Metrics - November 29, 2017
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QVM - Quality, Value, and Metrics
AMERICAN NURSES ASSOCIATION, Nursing, Scope and Standards of Practice (2010)
http://www.nursingworld.org/scopeandstandardsofpractice/.
MANAGEMENT SOCIETY OF AMERICA, Standards of Practice for Case Management (Revised 2010),
http://www.cmsa.org/portals/0/pdf/memberonly/StandardsOfPractice.pdf/.
Other:
U.S. OFFICE OF BUSINESS MANAGEMENT, Performance Management Cycle Developing Performance
Standards Ethics Codes, https://www.opm.gov/policy-data-oversight/performance-
management/performance-management-cycle/planning/developing-performance-standards/.
Massimo Lazzaroni, et. al., The Concept of Measurable Quality, SPRINGER BERLIN HEIDELBERG (2011).
INSTITUTE OF CUSTOMER SERVICE, Setting Customer Service Standards (June 8, 2015),
https://www.instituteofcustomerservice.com/research-insight/guidance-notes/article/setting-
customer-service-standards/.
Bar Associations Codes of Ethics:
AMERICAN BAR ASSOCIATION, Model Code of Professional Responsibility,
http://www.americanbar.org/content/dam/aba/migrated/cpr/mrpc/mcpr.authcheckdam.pdf/.
INTERNATIONAL BAR ASSOCIATION, International Code of Ethics (adopted 1956; this version 1988),
https://www.ibanet.org/Article/NewDetail.aspx?ArticleUid=BC99FD2C-D253-4BFE-A3B9-
C13F196D9E60/.
LAW SOCIETY OF ENGLAND AND WALES, CODE OF PROFESSIONAL CONDUCT FOR BC,
https://www.lawsociety.bc.ca/page.cfm?cid=2637&t=Chapter-2-%E2%80%93-Standards-of-the-
Legal-Profession/.
ABA MODEL RULES OF PROFESSIONAL CONDUCT, PREAMBLE AND SCOPE,
http://www.americanbar.org/groups/professional_responsibility/publications/model_rules_of_pr
ofessional_conduct/model_rules_of_professional_conduct_preamble_scope.html/.
ABA COMMISSION ON THE FUTURE OF THE LEGAL SERVICES, http://abafuturesreport.com/2016-fls-report-
recommendations.pdf, http://abafuturesreport.com/.
ISO 9000 International Standards Organization
ISO QUALITY MANAGEMENT PRINCIPLES, http://www.iso.org/iso/pub100080.pdf/.
INTERNATIONAL STANDARD ON QUALITY CONTROL, http://www.ifac.org/system/files/downloads/a007-
2010-iaasb-handbook-isqc-1.pdf/.
THE CLARIFIED STANDARDS, https://www.iaasb.org/clarity-center/clarified-standards/.
68
AMERICAN NURSES ASSOCIATION, Nursing, Scope and Standards of Practice (2010)
http://www.nursingworld.org/scopeandstandardsofpractice/.
MANAGEMENT SOCIETY OF AMERICA, Standards of Practice for Case Management (Revised 2010),
http://www.cmsa.org/portals/0/pdf/memberonly/StandardsOfPractice.pdf/.
Other:
U.S. OFFICE OF BUSINESS MANAGEMENT, Performance Management Cycle Developing Performance
Standards Ethics Codes, https://www.opm.gov/policy-data-oversight/performance-
management/performance-management-cycle/planning/developing-performance-standards/.
Massimo Lazzaroni, et. al., The Concept of Measurable Quality, SPRINGER BERLIN HEIDELBERG (2011).
INSTITUTE OF CUSTOMER SERVICE, Setting Customer Service Standards (June 8, 2015),
https://www.instituteofcustomerservice.com/research-insight/guidance-notes/article/setting-
customer-service-standards/.
Bar Associations Codes of Ethics:
AMERICAN BAR ASSOCIATION, Model Code of Professional Responsibility,
http://www.americanbar.org/content/dam/aba/migrated/cpr/mrpc/mcpr.authcheckdam.pdf/.
INTERNATIONAL BAR ASSOCIATION, International Code of Ethics (adopted 1956; this version 1988),
https://www.ibanet.org/Article/NewDetail.aspx?ArticleUid=BC99FD2C-D253-4BFE-A3B9-
C13F196D9E60/.
LAW SOCIETY OF ENGLAND AND WALES, CODE OF PROFESSIONAL CONDUCT FOR BC,
https://www.lawsociety.bc.ca/page.cfm?cid=2637&t=Chapter-2-%E2%80%93-Standards-of-the-
Legal-Profession/.
ABA MODEL RULES OF PROFESSIONAL CONDUCT, PREAMBLE AND SCOPE,
http://www.americanbar.org/groups/professional_responsibility/publications/model_rules_of_pr
ofessional_conduct/model_rules_of_professional_conduct_preamble_scope.html/.
ABA COMMISSION ON THE FUTURE OF THE LEGAL SERVICES, http://abafuturesreport.com/2016-fls-report-
recommendations.pdf, http://abafuturesreport.com/.
ISO 9000 International Standards Organization
ISO QUALITY MANAGEMENT PRINCIPLES, http://www.iso.org/iso/pub100080.pdf/.
INTERNATIONAL STANDARD ON QUALITY CONTROL, http://www.ifac.org/system/files/downloads/a007-
2010-iaasb-handbook-isqc-1.pdf/.
THE CLARIFIED STANDARDS, https://www.iaasb.org/clarity-center/clarified-standards/.
68
