Key terms used in quality improvement

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Accreditation

A process of certifying or guaranteeing that certain standards are met, by assessing an organisation against the standards. This is usually done by an outside agency.

Assessment

Judgement about an organisation’s performance.

Continuous improvement

The process of doing, reviewing and improving that is part of an organisation’s culture and built into its regular cycle of planning and delivery.

Outcomes

The changes, benefits, learning or other effects that happen as a result of services and activities provided by an organisation.

Quality

The extent to which a product or service satisfies the expectations of stakeholders. Quality is about excellence in the way that the organisation is run, in service delivery and about achieving the very best results.

Quality improvement

Quality improvement is about doing better: better in both the services the organisation offers and in the way the organisation is run.

Quality system

A systematic and consistent way of implementing quality improvements in an organisation. The process of implementing quality improvements.

Quality standard

An agreed level of service or organisational performance that should always be met.

Self-assessment

A process by which people within an organisation make judgements about its performance, usually against a set of quality standards.

Stakeholders

The people or groups who are either affected by or who can affect the activities of an organisation. In voluntary and community organisations they include users and beneficiaries, staff, volunteers, funders, investors, purchasers, other agencies, partners, Board members, donors, supporters and members, suppliers, regulatory bodies, policy makers and the wider community.

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