Principles, Standards and Quality Pledge (.html)(.pdf) Pledge Signers (2006) Performance Excellence Markers and Resource Links LifeQuest Menu of Services Performance Excellence Report Full List of Performance Excellence Markers (.pdf) Management/Leadership Strategic Planning Customer and Market Focus Measurement, Analysis and Knowledge Management Human Resource Focus Process Mangement Business Results Personal Outcome Measures Articles from LINKS Quality Hot Links

ANCOR’s Performance Excellence Initiative:

Making Quality a Priority

With CMS’ increasing focus and requirements to states to develop measurable, outcomes based quality measures; increasing money-follow the person funding allocations; and the changing landscape of consumer-directed supports and services, ANCOR took a proactive step in the development of a comprehensive Performance Excellence Initiative beginning in 2004.

This multi-faceted initiative connects providers to resources, technical assistance, national performance metrics benchmarks and online discussion groups focusing on quality enhancement and measurement both within and outside of the provider community. The three main components of ANCOR’s Performance Excellence Initiative include:

1. A quality values statement and pledge
2. A quality markers framework and on-line community of practice
3. A performance metrics benchmark pilot

Values Statement

As a sign of our commitment to quality, ANCOR asked CEOs to voluntarily sign the “Principles, Standards, and Quality Pledge,” committing themselves to continuous quality improvement and enhancement. To date, 90% of ANCOR members have signed this document and proudly display the pledge throughout their agency.

Performance Excellence Quality Markers Framework

To help ANCOR members understand the components of a quality organization, ANCOR has devised the Performance Excellence Framework. This framework identifies areas such as Customer and Market Focus, Business Results, Human Resources, and other areas that agencies can find consultants, books, and additional resources that will assist with their continual improvement. In the future, industry models of practice will be included in this framework so providers can see what steps other agencies have taken to improve quality and consider replicating them in their own agency.

Complementing the Performance Excellence Framework is the dynamic on-line Communities of Practice (CoP), cosponsored and hosted by ASQ. This interactive website contains discussion boards where ANCOR members can ask questions related to individual markers and innovative service delivery models from both providers and quality specialists worldwide. By logging on to the CoP, ANCOR members will be connected to a much larger knowledge and resource base than they ever imagined!

Performance Metrics Benchmark Pilot

The final component of the Performance Excellence Initiative is designed to help providers commonly define and measure quality performance factors in the industry.

ANCOR, in partnership with The Chimes, has initiated the Performance Metrics Pilot project aimed at measuring performance excellence and establishing national benchmarks for community-based services for people with developmental disabilities.

The objectives of this pilot are to:

1. Define key outcomes and needs for the multiple home and community-based services stakeholders, including family members, people served, federal and state funders, and the communities in which services are provided
2. Identify key processes that support outcomes and needs for each stakeholder
3. Identify metrics to measure the effectiveness of these processes and outcomes
4. Establish national industry benchmarks

At present, there are 8 providers in 12 states serving approximately 14,500 people participating in the pilot project. It is anticipated that the first set of national benchmarks from the pilot will be available by late September 2006. If you are interested in helping ANCOR establish national benchmarking data for the industry contact Marty Lampner (mlampner@chimes.org) or Terry Collard (tcollard@chimes.org) to get involved.

ANCOR’s Performance Excellence Initiative is intended to help make every agency a quality agency. Take a few moments to look at what this initiative has to offer you and begin tapping in to the knowledge, resources, and tools you need to help improve your agency today.

Have any questions or comments? Contact Kari Amidon, Education and Foundation Director at kamidon@ancor.org with additional comments.

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