Enquiries are welcome about the Jean Roberts Internal Evaluation Framework.
The quality framework underlying this Internal Evaluation Framework is the Total Quality Management (TQM) framework.
TQM particularly attempts to minimize the amount of time and money spent on quality control by preventing quality problems arising in the first place. TQM as applied to service provision is defined as “the extent to which we meet, or exceed, service-user expectations and requirements” – which can in turn be defined as:
- the extent to which the service-provider is able to identify service-user needs and expectations – quality of research
- the extent to which the total unit design of the service-provider’s programs and services meets or exceeds service-user expectations – quality of design
- the extent to which the service-provider is able to provide and continue to provide programs and services as intended – quality of conformance (ie consistency and compliance)
There are four key perspectives in this Evaluation Framework:
1. The Telephone Caller
2. The Telephone Service Provider
3. The Service Model, and
4. The Funding Source
The end objective of this Internal Evaluation Framework is satisfaction for:
1. the Telephone Caller as the Service-user (ie improvement or enhancement in their life or lifestyle),
2. the Funding Source/s (ie return on investment in terms of the contracted service and relevant strategic and policy framework and standards),
3. the Service Provider (ie organisational effectiveness, efficiency and integrity), and
4. the Service Model (ie continuous improvement in terms of research, design and conformance).
This Internal Evaluation Framework has been developed through my three decades of practical involvement in nonprofit sector training, learning and development – and the context given in this manual is a Telephone Information and Advice Service.
However, the Framework can be adapted or adopted to a wide range of services.