The CAA adopted a formalized Accreditation Quality Management System (AQMS) in 2005, with the goal of creating, implementing, and maintaining an ongoing mechanism for assessment and improvement of accreditation administration, operations, and services to academic programs, volunteers, and the public. The AQMS includes the collection of performance feedback about site visitors, CAA members, and accreditation staff; review of policies, processes, and procedures; as well as formal surveys about targeted areas of CAA’s accreditation program.
The CAA measures the effectiveness of the accreditation process, then analyzes results and identifies areas of future focus to improve the program. The CAA seeks feedback on an ongoing basis from programs and stakeholders to ensure that the academic accreditation program offered by the CAA is of the highest quality and not only meets, but exceeds, programs’ needs and expectations. Internal and external mechanisms are used continuously, such as site visitor performance feedback, training and workshop evaluations, and focus groups.
As part of the AQMS, a comprehensive evaluation process (customer feedback surveys) occurs every 3–4 years. The 2017 Customer Feedback Survey was fielded in October 2017 and yielded helpful data to support development of CAA’s 2019–2021 Strategic Plan as well as improvements to some of its existing processes and program resources.