The term Service Quality Management was introduced in the Literacy and Basic Skills Program (LBS) Guidelines (1998), by the Ministry of Education and Training (MET), to describe an approach for managing a fully accountable literacy service delivery. The Guidelines stipulate that MET-funded literacy agencies have comprehensive policies and procedures in place to ensure that top quality services are provided.
Although the term may be new, community-based agencies have long recognized their need to:
(See the findings of Volunteer Management Resource Guide for Literacy Programs, Community Literacy of Ontario Inc., 1997.)
In this Guide, Community Literacy of Ontario (CLO) seeks to respond to needs identified by both the literacy field and MET. It is safe to say that concerns for quality assurance and professional management are widely felt throughout the nonprofit sector. Even if all risks and problems cannot be eliminated, the development of policies and procedures can go a long way to support quality literacy services.