An Overview of Arbor Quality

Quality in workforce development means providing services that consistently meet or exceed customer requirements and expectations. Customers include participants in our programs, our funding sources, our fellow workers, and the communities in which we work. Arbor uses a number of methods to ensure that we deliver quality services in all projects at all times.  Our quality systems include:

• Applying Quality Management System (QMS) principles and techniques to the way we plan, control, and improve our services
• Emphasizing the ability of our staff to deliver superb service, and providing the training and capital resources that enable our staff to consistently perform with competence
• Complying with the requirements of the internationally recognized ISO 9001 Quality Management System Standard
• Aggressively implementing our internally-developed project assessment system, Best In Class©(BIC). The BIC is modeled on Baldrige criteria, the European Foundation for Quality Management criteria, the ISO 9004 assessment annex, and several other widely recognized assessment models
• Maintaining a culture of respect and care for the individuals we serve while helping them obtain training, find jobs, and become self-sufficient   
• Encouraging and supporting a culture of continual improvement to our processes and the services we deliver

Our goal is to be known by our clients and by the workforce development community as the leading provider of services in the markets we serve, i.e., One-Stops, TANF, youth, early childhood education, and vocational training programs. Our quality management system is a critical element of our effort to achieve this goal.