1. This definition was developed by the Accreditation Coalition Workgroup (Les Beitsch, Ron Bialek, Abby Cofsky, Liza Corso, Jack Moran, William Riley, and Pamela Russo) and approved by the Accreditation Coalition on June 2009.
  2. Public Health Accreditation Board. (May 2011). Guide to National Public Health Department Accreditation, Version 1.0. Retrieved from
  3. Public Health Accreditation Board. (Dec. 22, 2011). PHAB Standards and Measures, Version 1.0. Retrieved from
  4. Davis, M.V., Mahanna, E., Zelek, M. & et al. Building Theory: Creating a QI Culture. AcademyHealth Public Health Systems Research Interest Group Meeting. June 26, 2012. Kissimmee, FL.
  5. Delmarva Foundation. (2003). Healthcare Quality Improvement and Organizational Culture. Easton, MD: Boan, D. & Funderburk, F.
  6. Riley, W., Helen, P., Duffy, G. & et al. (2010). Realizing Transformational Change through Quality Improvement in Public Health. Journal of Public Health Management and Practice, 16(1), 72-78.
  7. Varkey, P. & Antonio, K. (2010). Change Management for Effective Quality Improvement: A Primer. American Journal of Medical Quality, 25(4), 268-273.
  8. Anderson, A. & Anderson, L. (2010). Beyond Change Management: How to Achieve Breakthrough Results Through Conscious Change Leadership. San Francisco, CA: Pfeiffer.
  9. Turning Point Performance Management National Excellence Collaborative. From Systems to Silos: Using Performance Management to Improve the Public’s Health. Retrieved from
  10. Juran, J. (1989). Juran on Leadership for Quality: An Executive Handbook. New York, NY: Free Press.
  11. Thamizhmanii, S. & Hasan, S. (April 2010). A Review on an Employee Empowerment in TQM Practice. Journal of Achievement in Materials and Manufacturing Engineering, 39(2), 204-210.
  12. Deming, W.E. (1994). The New Economics for Industry, Government, Education (2nd ed.). Cambridge, MA: Massachusetts Institute of Technology.
  13. Office of Performance, Strategy and Budget and Customer Service Director, King County Executive’s Office. Measuring Customer Satisfaction: Improving the Experience of King County’s Customers. Retrieved from
  14. Duffy, G.L. & Moran, J.M. (2008). Roles and Responsibilities of Teams. In R. Bialek, J.W. Moran, & G.L. Duffy (Eds.), The Public Health Quality Improvement Handbook (pp. 293-309). Washington, DC: Public Health Foundation.
  15. Continuous Improvement. American Society for Quality. Retrieved Aug. 16, 2012, from
  16. National Association of County and City Health Officials. (2010). 2010 National Profile of Local Health Departments. Retrieved from