Quality Management

EXCEPTIONAL PEOPLE DELIVERING QUALITY SERVICE

The Arnold Center is an organization that focuses on quality service in every aspect of its operation.  Quality, to Arnold Center employees, is much more than a catchy phrase.  It is a commitment to a standard that guides them when carrying out their professional responsibilities.   The Arnold Center believes the customer must define quality and that quality should be quantifiable; measured against established benchmarks.  Utilizing various strategies, including focus groups, customer satisfaction surveys, and personal interviews, the Arnold Center seeks to identify its customers’ quality expectations and then incorporates those expectations into a formal system of continuous quality improvement that includes Outcome Management, CARF Accreditation and ISO Registration.  These practices are an integral part of the organization’s quality improvement process providing valuable regulation that is in turn used to modify and/or create services that not only meet, but exceed our customers’ expectations.  It is through customer participation in our quality improvement process that the Arnold Center has gained recognition in the community and the state of Michigan as a provider of exemplary services.  If you have had some association with the Arnold Center, or are simply a concerned citizen and would like to participate in our quality improvement process by offering comments, both positive or negative, please contact us at (989) 631- 9570, drop us a note, visit us at 400 Wexford Ave., Midland 48640 or e-mail us at general_info@arnoldcenter.org.

Outcome Management System 

The Arnold Center is committed to providing customer driven programs that result in a high degree of satisfaction and excellence in service.  We believe in a corporate culture where personnel at all levels within the organization are motivated and empowered to improve the quality of our services.  To achieve this vision, the Arnold Center has adopted a formal Outcome Management System (OMS) that emphasizes the continuous study and improvement of the practice of providing quality services to our customers. Our OMS system, which involves customer participation, long and short-term planning, internal monitoring and data collection, benchmarking and measurement, feedback and discussion, information management, action plans and follow-up, is our customer’s assurance that the services they receive from the Arnold Center will be of the highest quality of service possible. 

To help us implement Outcome Management System, we ask that all of our customer (participants, family members, advocates, employers, community partners, funders, etc.) do the following: 

Thank you 

CARF (Commission of Accreditation of Rehabilitation Facilities)

In its lobby, the Arnold Center proudly displays its CARF Accreditation Certificate.  This certificate signifies its commitment to the provision of quality services that result in maximum out comes for its customers. 

After an organization applies for the accreditation of its services, CARF sends professionals in the field to conduct an on site survey to determine the degree to which the organization meets established standards.  CARF surveyors also consult with the staff members and offer suggestions for improving the quality of their services.

CARF-accredited programs like those available at the Arnold Center have demonstrated that they substantially meet internationally recognized standards of quality.  CARF accreditation means that customers of the organization can be confident that the organization has made a commitment to continually enhance the quality of its services and programs, and its focus is on customer satisfaction.

ISO 9001:2008  Registered 

The Arnold Center became a ISO registered in April of 2003.  ISO 9001:2008 is the most comprehensive international standard dealing with quality system requirements and one of the Worlds most prestigious assurance standards systems.  Applicants are required to formulate written procedures for monitoring quality in product design, development, production, installation and servicing.  These procedures are reviewed and approved by ISO registered representatives and then audited on a regular basis to ensure continued compliance. 

As a result of the Arnold Center’s commitment to the ISO process, customers of the agency can feel confident that they will receive the high quality products they expect.  ISO 9001:2008 certification is our customer’s guarantee that the Arnold Center has documented quality procedures and systems in place that meet global standards and expectations. It also assures them that the Arnold Center will continually work toward improvement. 

For addition information about ISO registration you can go to www.iso.org.   For additional information about the Arnold Center ISO 9001:2008 registration, please contact us at general_info@arnoldcenter.org or by calling us at (989) 631-9570.