These trends might include technological developments, changing customer characteristics, evolving regulatory requirements, community-social expectations, and changes within the rehabilitation field. Plans and strategies should reflect a clear understanding of the potential impact of these trends. Quality services require well-designed and executed service delivery systems. Emphasis should be on building quality into the system during the design stage. Systems designed with quality as a component are generally more cost efficient than correcting quality problems during the later operations stage.
Quality is only meaningful when related to the impact a given program has on the life of a customer.