Outcome based management.

Abstract

This article describes a conceptual framework for implementation of outcomes driven management. The framework is defined in terms of strategic and financial planning, and quality management. The concept of value for investment is explored and definitions are presented in the introduction. Background information provides an overview of the literature with an emphasis on management challenges and quality management. The methodology is described including implementation and evaluation. Experiential examples of implementation techniques and global outcomes in the three domains of service, service provider and service manager are presented. The article is concluded with advantages, disadvantages and summative remarks.