The cornerstone of truly effective and responsive human services is quality--quality that stems from dynamic leadership and a focus on personal outcomes. This forward-thinking book shows you a leadership model that is person-centered, quality-driven, and, best of all, achieveable. Sharing their expertise in disability services and business management, the authors help you explore the potential for quality improvement in your own workplace. You'll get candid feedback from people who receive services. And you'll find exercises you can use now to enhance the services you offer to people with disabilities. Make quality and leadership the hallmark of your service organization.

About the Editors

Contributors

Preface

Acknowledgments

Section I: Contemporary Perspectives on Quality and Leadership

1. Quality in Services
   James F. Gardner
   
   
2. Quality in Services for People with Disabilities
   James F. Gardner
   
   
3. A Personal Perspective
   Mary Moynihan, Kathryn R. Perkins, Greg Butschky, Vernon DeHaven, Laura Gessel, Don and Dawn Merriman, John Ricketts, Tony Sampson, David and Jeannie Warner, and Mary Ann Whetzel
   
   
4. A Quest for Quality: Achieving Organizational Outputs and Personal Outcomes
   Robert L. Schalock
   
   
5. Quality Performance: Designing Clinical Services Around Person-Centered Outcomes
   Mary Law, Gillian A. King, Elizabeth MacKinnon, and Dianne J. Russell

Section II: Quality and Leadership Foundations

6. Quality Performance and Organizational Vision: The Role of Vision in Leadership and Management
   Arthur Dykstra, Jr.
   
   
7. Quality Performance and Human Resources
   Arthur Dykstra, Jr.
   
   
8. Managing Organizational Change and Transition Through Personal Outcomes
   Tina Campanella
   
   
9. Perspectives on Leadership
   James F. Gardner

Section III: Examining Organizational Dynamics

10. Organizations as Systems
    James F. Gardner
    
    
11. Reframing
    Robert L. Sandidge and Anne C. Ward
    
    
12. Quality Performance and Person-Centered Outcomes: Data as a Leadership Tool
    Michael S. Chapman
    
    
13. Managing Organizations and Maximizing Choice
    Tina Campanella

Section IV: Quality and Leadership at Work

14. Quality Performance and Information Communication
    Dennis E. Popp, Michelle D. Aman, and Vince Braun
    
    
15. A Demonstration to Test Performance-Based Outcome Measures as the Foundation of a Quality Assurance/Quality Enhancement System
    K. Charlie Lakin, Janet Bast, Amy Sue Hewitt, Susan N. O'Nell, and Peter Sajevic
    
    
16. Changing Regional Service Systems: Combining Personal Outcomes and Total Quality Management Techniques
    Christine Rich
    
    
17. Creating and Adding Value: Redefining the Organization
    Gary Donaldson

    Index