Abstract

The success of quality programs at non-profit organizations often depends on intermediary organizations. These organizations may act as catalysts and include elements of encouragement, support, cajoling, and mandate. United Way organizations are in a position to encourage non-profits to develop and implement formal quality programs. United Way is interested in developing and maintaining interactive and supportive relationships with its member agencies over the long term. United Way has an outcomes measurement program focused on logic diagramming, a way of graphically illustrating the relationships that exist between all levels of an organization. The method reflects the Japanese Hoshin planning concept. Over time, the United Way adopted a more careful approach when introducing quality principles and practices to its member agencies.