NAHQ's Transformation: From AMC to Independent Powerhouse
Charting a Bold New Course for Healthcare Quality Leadership
When the National Association for Healthcare Quality (NAHQ) set out to transform its operational model, it wasn’t just about moving out of an association management company (AMC)—it was about creating a future where the organization could fully own its mission, amplify its voice, and better serve healthcare quality professionals around the world. With .orgSource as their guide, NAHQ navigated a monumental shift in record time, proving that with the right strategy and partners, bold change is possible.
Overview
Founded in 1976, the National Association for Healthcare Quality (NAHQ) is the only organization dedicated to healthcare quality professionals, defining the standard of excellence for the profession, and preparing a coordinated, competent workforce to lead and advance healthcare quality across the continuum of healthcare. NAHQ offers the Certified Professional in Healthcare Quality® (CPHQ), the only accredited certification in healthcare quality, in addition to comprehensive educational programming, networking opportunities, and career resources for those new to the profession as well as the experienced executive.
The Challenge: A Growing Association Ready for Independence
NAHQ’s growth trajectory was staggering. In just a few years, the association had dramatically increased its membership, educational offerings, and certifications. The organization also saw opportunities to expand its impact both domestically and internationally.
However, NAHQ’s AMC structure had become a bottleneck, slowing innovation and limiting its flexibility to meet evolving member needs. To continue scaling, the organization needed greater control over its operations.
On December 1, 2017, after more than 20 years under AMC management, NAHQ became a stand-alone entity. But independence required significant operational changes:
- Establishing a new headquarters and building a core team
- Transitioning all transaction processing, including IT, finance, sales, and customer service
- Creating a modern technology infrastructure to support future growth
To achieve this ambitious transformation, NAHQ turned to .orgSource for strategic guidance and project management.
The Solution: Building the Future in Two Phases
.orgSource and NAHQ developed a two-phased approach to ensure a smooth transition without disrupting member services or revenue:
Phase 1: Establish Headquarters and Core Team in 75 Days
The first priority was creating a physical headquarters and building a core operations team. From technology infrastructure to staff onboarding, .orgSource helped NAHQ lay the foundation for a modern, efficient office that could grow alongside the organization.
Phase 2: Transition Full Operations in 140 Days
The second phase focused on transferring critical transaction processes from the AMC to NAHQ’s new independent operations, including:
- IT systems
- Finance and accounting
- Corporate development/sales
- Customer service
Both phases were completed on time and on budget—an extraordinary feat in any large-scale transition.
Technology: The Key to Agility and Innovation
One of the first critical decisions NAHQ made—with .orgSource’s guidance—was to adopt cloud-based technology over premise-based systems. This choice provided the flexibility needed for a modern workforce and future-proofed the organization against costly infrastructure challenges.
Key solutions implemented included:
✅ Association Management System (AMS) integrated with a Learning Management System (LMS)
✅ Community Platform to enhance member engagement
✅ Marketing Automation System to streamline communications
✅ Website and E-Business Solutions to improve member experiences
✅ Office Networking and Productivity Software to enable seamless collaboration
✅ Phone and Security Systems to support remote work
.orgSource also advised NAHQ on selecting outsourcing providers for accounting, IT support, and customer service. By using outsourcing strategically, NAHQ could focus on its mission while leveraging expert partners to handle specialized functions.
The Results: An Independent Future, Full of Possibility
In less than five months, NAHQ had transformed from a long-time AMC client into an independent powerhouse with full control over its operations. The success of the transition is a testament to NAHQ’s visionary leadership and .orgSource’s strategic expertise.
The real proof of success, however, lies in what NAHQ can now achieve:
- Faster decision-making that drives innovation
- Greater agility to respond to member needs
- Expanded opportunities to grow its global presence
This transformation has positioned NAHQ to scale its impact on healthcare quality worldwide. The organization is now equipped to lead the profession into the future—creating a more coordinated, competent workforce that will drive healthcare improvements for years to come.
NAHQ’s story is an inspiring example of how associations can achieve transformational change with the right partners and strategy. The move from AMC management to independence wasn’t just a logistical shift—it was a bold declaration of leadership in healthcare quality.
For .orgSource, it’s another success story that highlights our mission: to empower associations to think strategically, act boldly, and achieve extraordinary results.
"The transition to a stand-alone organization was one of the most pivotal moments in our history. With .orgSource’s guidance, we achieved what seemed impossible—seamlessly establishing independent operations in just a few months. Today, we are more agile, innovative, and ready to serve healthcare quality professionals across the globe. Our members are at the heart of everything we do, and this transformation ensures we can deliver even greater value for years to come."
Why This Matters
NAHQ’s story is an inspiring example of how associations can achieve transformational change with the right partners and strategy. The move from AMC management to independence wasn’t just a logistical shift—it was a bold declaration of leadership in healthcare quality.
For .orgSource, it’s another success story that highlights our mission: to empower associations to think strategically, act boldly, and achieve extraordinary results.
Testimonial from NAHQ Leadership
“.orgSource has stood by me and NAHQ from the beginning, and I am certain the transition was a success in large part because of the leadership, experience and talent they brought to the table,” says Stephanie Mercado, CAE, NAHQ’s executive director and CEO. “I will be forever grateful for .orgSource’s support of NAHQ as we transitioned to a stand-alone organization. Because of .orgSource’s help, I was able to keep focus on growing our business at the same time.”
