Operations: Programs & Services

Every organization offers programs and/or services. The nature and scope of an organization’s programs and services are a direct expression of its Mission and are developed through strategic and business planning and a lot of hard work. For stakeholders, the programs and services define the nature of the organization’s business. A sustainable service articulates the key links among plans, delivery and measures.

A sustainable non-profit organization will have programs and services that:

• Are consistent with the Mission and Vision Statements and fit within its registered objects (or restrictions in some provinces)
  
  
• Are based on strategic and business planning directions, which reflect current needs within the community;
  
  
• Are clearly stated with concrete performance targets;
  
  
• Are regularly evaluated with outcome measurement systems;
  
  
• Include a client feedback process;
  
  
• Incorporate sound marketing and communication strategies;
  
  
• Have sustainable funding; and
  
  
• Take advantage of strategic alliances within the larger non-profit/for profit community.

The planning process is a process through which an organization understands why it is making its contribution to the community; defines and plans its objectives and how to achieve them; and determines how it knows when it has succeeded.

To be effective, plans need to be implemented and reviewed on a regular basis. All plans need to relate to the organization’s mission and vision. Each organization has specific planning needs depending on the organization’s situation, age, stage of growth and structure.