The Periodic Service Review (PSR) is a quality improvement system based on the principles of Organizational Behavior Management and Total Quality Management.  It is designed and developed to enhance the managerial abilities of those who operate human service and educational agencies.  The Institute for Applied Behavior Analysis (IABA) created such a system because many human service managers have not received significant formal training in management practices.  Furthermore, poor management practices are the primary reason for lack of quality in the provision of human services.  The PSR is both an instrument, to help management assess the level of quality in the services they provide, and a system, to help improve that quality.

The PSR system provides service agencies a direct and precise view into the efficacy of their service.  This systematic, or periodic, visual feedback is based on regular assessments of every aspect of the service that the provider considers important. What's more this assessment can be directed to individual consumers, groups of consumers, or even the provider's entire consumer-base.

The primary vehicle for the Periodic Service Review is a set of provider-specific Quality (process and outcome) Standards each of which describes a particular dimension of the service and its measurement criteria. Comparisons between the desired process and outcomes form the basis for individual data points.  These individual data points are then combined for a given review period and for a given consumer (or group of consumers) resulting in a percent (%) score which is then graphed over time (as shown by the example image to the right).

Service providers can not only visually see improvements in their service over time but can actually pin-point what they are doing well and where they have opportunities for improvement.

If you'd like to view a two-page brochure which details the ePSR service click here (a PDF file, 196KB size, if you need a free copy of the PDR reader software, click here).