Introducing quality management in the community: the VON experience

How does a national, non-profit, community health organization introduce and implement quality management (QM) throughout its branches? This article traces VON's move from a traditional quality assurance model to a systematic QM approach, focused on customers and on outcomes. Implementing Quality Management in a three-tiered organization (national, provincial and local levels), with boards and staff, is not an easy challenge but is feasible. Effective and creative strategic planning is a necessity. Educational strategies and ideas for implementation are included.