This first guide, entitled Key Steps, provides an overview of the outcome management process, identifying specific steps and providing suggestions for examining and using the outcome information. Other volumes in the guidebook series examine specific tasks in more detail. For example, one provides information on surveying clients to obtain feedback on the quality of the service received and changes in the clients’ lives—probably the major source of outcome information for many nonprofit organizations. For many types of services, major outcomes cannot be determined until the service is completed, so another guide focuses on effective procedures that can be used to obtain feedback from former clients. Another guide provides suggestions.
