Developed by Laubach Literacy Action (LLA), this book is designed to help literacy programs develop professionalism, improve program quality, and operate their programs like businesses. Based on LLA's National Quality Standards for Volunteer Literacy Programs and the premise that tutoring services are enhanced by efficient program management and development, this handbook contains samples, resources, and information gathered from many literacy programs and workers. The book is organized in 11 chapters that cover the following: (1) organizational structure (agency based or community based); (2) governance--the board of directors; (3) business management; (4) human resource management; (5) facilities management; (6) instructional management; (7) assessment and evaluation; (8) training and development; (9) strategic planning; (10) resource development; and (11) public relations. (KC)