Improving Service Quality: Achieving High Performance in the Public and Private SectorsCRC Press, 1 mars 1995 - 280 pages 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 des matières
Applying Total Quality Service Concepts | 11 |
3 | 41 |
Human Resource Topics Offered Under | 95 |
Increasing Quality and Competitiveness | 101 |
Monitoring Process Cost Quality and Productivity | 123 |
Managing Quality in the Public Sector | 155 |
Implementing Continuous Quality | 185 |
Leadership for Achieving HighPerformance | 207 |
Appendices | 225 |
Malcolm Baldrige Award Criteria | 231 |
245 | |
254 | |
Expressions et termes fréquents
achieve agencies American applied approach Award Baldrige barriers commitment companies competitive complaints concepts continuous improvement costs of poor cross-functional customer needs customer satisfaction customer service delivery Deming Prize develop Edwards Deming efforts employees empower empowerment environment evaluation federal FedEx goals healthcare healthcare services hospital implementation important increase industry internal Japanese Juran kaizen Kaoru Ishikawa leaders leadership learning manufacturing measurement ment Milakovich monitoring organizational participation patient satisfaction percent performance appraisal Philip Crosby policies problems process improvement productivity improvement programs public sector public services quality and productivity quality assurance quality control quality improvement reduce requires responsibility Review service organizations service quality standards statistical statistical process control strategies success Sumanth suppliers systems thinking teamwork techniques Total Quality Control Total Quality Management TOTAL QUALITY SERVICE TQS principles University of Miami variation workers York