Improving Service Quality
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Improving Service Quality: Achieving High Performance in the Public and Private Sectors

Improving Service Quality: Achieving High Performance in the Public and Private Sectors


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About the Book

Organizations are struggling to improve customer-focused quality in today's highly competitive domestic and global markets. Better design, implementation, and daily management of quality improvement strategies is essential for survival. Quality improvement principles, when thoughtfully applied and appropriately modified to meet all types of customer demands, are a sound means to respond to changing markets. However, when various quality and productivity theories and methods are applied without changing the organizational culture, it is very difficult to consistently deliver quality results. This important new book focuses on quality improvement methods for high performance in public and private services not covered in other books: applications focus on construction, education, government, insurance, public utilities, health care, and nonprofit services. Rather than detailing the technical processes to achieve inspection, planning, quality auditing, statistics, or risk assessment, this book presents step-by-step guidelines, recommendations, and action plans for changing service organizations to implement quality improvements. Sound theory and careful strategic planning are presented to assist readers in developing an understanding of how to select the essential elements of systems that best fit their customers' needs.

Table of Contents:
1 Introduction: The Need for Improved Service Quality Demanding Total Quality Public and Private Service Learning Customer-Driven Total Quality Service Redefining Total Quality Service 2 Applying Total Quality Service Concepts Origins and Evolution of Total Quality Service Changing Perspectives on Quality and Control Total Quality Service: A Working Definition Summary and Conclusions 3 From Quality Control to Continuous Improvement Evolution of Quality Control Concepts Selecting Quality Improvement Strategies Masters of Total Quality Improvement Summary and Conclusions 4 Encouraging Total Quality Human Resources: Participation and Training Characteristics of Total Quality Human Resource Management Total Quality Improvement Guidelines Human Resource Topics Offered Under a Total Quality Service Perspective Critical Elements in Total Quality Service Training 5 Increasing Quality and Competitiveness Recognizing Quality Improvement in Japan: The Deming Prize Florida Power & Light Company and the Deming Prize Recognizing Quality in the United States: The Malcolm Baldrige National Quality Awards Government, Competitiveness, and Total Quality Service ISO 9000 and Emerging Global Quality Standards Summary and Conclusions 6 Monitoring Process, Cost, Quality, and Productivity Process Control Techniques Estimating the Cost of Poor Quality Defining Improvement Opportunities and Raising the Productivity Ceiling Merging Cost, Process, Quality, and Productivity Definitions Productivity Improvement and Total Quality Service Productivity and Quality Improvement in the Construction Industry (L. Forbes) Summary and Conclusions 7 Managing Quality in the Public Sector Why the Change? The Politics of Quality Improvement What Is Total Quality Public Service? Curing Past Sins of Public Administration Implementing Total Quality Public Management Current Government Promotion of Total Quality Service Quality Improvement in Education Summary and Conclusions 8 Implementing Continuous Quality Healthcare Improvement Shifting National Priorities for Healthcare Changing Attitudes Toward Managed Healthcare Competition What Is Total Quality Healthcare Improvement? Strategies for Measuring Patient Satisfaction Implementing Organization-Wide Healthcare Quality Conclusions and Action Steps 9 Leadership for Achieving High-Performance Quality Improvement Implementing Total Quality Service to Achieve High Performance Barriers to Achieving Total Quality Service Action Strategies for Service Quality Improvement Leadership Challenges Appendices A The Eternally Successful Organization Grid B Deming's Fourteen Points C Crosby's Fourteen Steps D Malcolm Baldrige Award Criteria Bibliography Index Index

About the Author :
Milakovich; Michael Univ of Miami/Dept Polit Sci,


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Product Details
  • ISBN-13: 9781884015458
  • Publisher: Taylor & Francis Ltd
  • Publisher Imprint: St Lucie Press
  • Height: 229 mm
  • No of Pages: 280
  • Returnable: N
  • Width: 152 mm
  • ISBN-10: 188401545X
  • Publisher Date: 01 Mar 1995
  • Binding: Hardback
  • Language: English
  • No of Pages: 280
  • Sub Title: Achieving High Performance in the Public and Private Sectors


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Improving Service Quality: Achieving High Performance in the Public and Private Sectors
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