Improvement-directed versus Status Quo-directed Human Service Organizations

This chapter explains that members of improvement-directed organizations are never satisfied with the status quo and never stop looking for more effective ways to serve their clients. The principle addresses the conflicting priority represented by individuals in formal organizations resisting change and clinging to established protocols, regardless of whether the existing protocols promote improvements in the well-being of clients. The chapter describes improvement-directed organizations, including their application of continuous improvement processes, norms that support ongoing improvement, and behaviors that drive innovation and ongoing growth and development. The chapter presents research evidence and case studies to illustrate how systems and processes, decisions, actions, and behaviors, as well as assumptions and beliefs, need to be addressed to create improvement-directed organizations. Specific case examples illustrate ARC’s application to build improvement-directed organizations.