Implications of continuous quality improvement for program evaluation and evaluators

Mark, Melvin M.; Pines, Edward

doi:10.1016/0886-1633(95)90022-5

Cited by 8 publications

(3 citation statements)

References 4 publications

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“…The current emphasis on continuous quality improvement (CQI) often leads to decisions about program performance on the basis of customers' perceptions of the program quality without considering program results (Mark and Pines 1995). This study points to the importance of considering the status of consumers on program outcome indicators when consumers' perceptions of quality are collected during service use.…”

Section: Discussionmentioning

confidence: 99%

Exploring the Link Between Service Quality and Outcomes

Herman

1997

Eval Rev

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Relationships among consumer-generated quality factors, satisfaction, and outcome measures were examined for family support services provided by Michigan's public mental health system. Parents focused on structural and procedural aspects of program accessibility and attended less to program administration issues. Parents who gave the services the highest quality ratings also were the most satisfied with services, saw the services as more effective, had fewer family problems, and rated their time and child-related resources as more adequate. Implications for evaluation practice are discussed.

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Section: Discussionmentioning

confidence: 99%

Exploring the Link Between Service Quality and Outcomes

Herman

1997

Eval Rev

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“…Confirmative evaluation extends the cycle beyond formative and summative evaluation (Seels & Richey, 1994), focusing on long-term effects or results over the life cycle of a change program. Data are collected and analyzed related to behavior, accomplishment, and results in order to determine the continuing effectiveness and improvement of programs (Hellebrandt & Russell, 1993;Mark & Pines, 1995), as well as the extent of institutionalization of change in an organization. Thus, confirmative evaluation can demonstrate the results of a program as well as function as a tool to measure individual and organizational performance improvement and the results of a change effort.…”

Section: The Evaluation Process and Modelmentioning

confidence: 99%

Confirmative Evaluation of Training Outcomes

Giberson

Tracey

Harris

2008

Performance Improvement Quarterly

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This article explores the use of an evaluation model of learning and development utilizing formative, summative, and confirmative steps, along with a framework for developing evaluation tools aligned with organizational change goals. A case study is presented in which formative, summative, and confirmative evaluations were used to assess materials and learners following implementation of a new performance management process, tools, and supporting training. A specific model for developing evaluation tools and techniques is introduced as a way to integrate the evaluation process with the specific content of a learning and development intervention, as well as link to higher‐order cultural change goals. Results of the case study suggest that evaluation tools can provide evidence of improvement and target areas for further work. Recommendations are provided for the researcher or practitioner interested in applying the same or similar models to evaluation.

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“…The extensive attention being paid to PSQ in many countries is not generally reflected in the evaluation literature. There are a few exceptions (Mark & Pines, 1995;Wargo, 1994), but a review of the evaluation literature of the last few years would hardly lead to the knowledge that public sectors in many jurisdictions are being significantly reformed, and that consultation and dialogue with service users (through surveys, focus groups, measurement and interviews) is a key feature of the reform. Conversely, PSQ literature does not often make explicit reference to evaluation practices, even though it discusses many "evaluation" topics without referring to evaluation, such as the general area of measurement, measuring client satisfaction, the learning organization and a variety of survey work.…”

Section: Roles For Evaluation In Public Service Qualitymentioning

confidence: 99%

Evaluation and public service quality

Rieper¹,

Mayne

1998

Scand J Soc Welf

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Scund J Soc Welfure IY9X: 7: llX-I25 Evaluation and public service quality Rieper 0, Mayne J. Evaluation and public service quality. Scand J Soc Welfare 1998: 7: 118-125 0 Blackwell, 1998 Public service quality is a recent trend in the context of new public management. During the 1990s, public service quality initiatives have been launched in numerous countries at various levels of government. These initiatives have involved a variety of approaches: professional standard setting, service excellence based on users' perception of quality, government granted rights and choice for consumers, and the activity of consumer movements. Public service quality is considered on three levels: the micro level related to the output of the service delivery, the meso level related to the outcome of the service, and the macro level related t o public values. Various stakeholders of evaluations of service quality efforts are identified and their expected use of evaluation is discussed. Three roles of education are described: one in the implementation of public service quality, another in evaluation of the success of service quality initiatives, and a third role of evaluating higher lev1 outcomes. It is argued that even if evaluation techniques are necessary tools for improving service quality at the micro level during implementation, it is even more important to evaluate these initiatives against higher level policy goals and social values. 0. Rieper', J. Mayne2 ' Institute of Local Government Studies, Denmark Office of the Auditor General of Canada

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Implications of continuous quality improvement for program evaluation and evaluators

Cited by 8 publications

References 4 publications

Exploring the Link Between Service Quality and Outcomes

Exploring the Link Between Service Quality and Outcomes

Confirmative Evaluation of Training Outcomes

Evaluation and public service quality

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