Quality and excellence in human services:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Chichester [u.a.]
Wiley
1994
|
| Schriftenreihe: | Wiley series in clinical psychology
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | X, 205 S. |
| ISBN: | 0471940542 |
Internformat
MARC
| LEADER | 00000nam a2200000 c 4500 | ||
|---|---|---|---|
| 001 | BV009996062 | ||
| 003 | DE-604 | ||
| 005 | 20031204 | ||
| 007 | t | ||
| 008 | 950119s1994 |||| 00||| eng d | ||
| 020 | |a 0471940542 |9 0-471-94054-2 | ||
| 035 | |a (OCoLC)28926464 | ||
| 035 | |a (DE-599)BVBBV009996062 | ||
| 040 | |a DE-604 |b ger |e rakwb | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-384 | ||
| 050 | 0 | |a HV31 | |
| 082 | 0 | |a 361/.0068/5 |2 20 | |
| 084 | |a CV 9500 |0 (DE-625)19171: |2 rvk | ||
| 100 | 1 | |a Dickens, Paul |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Quality and excellence in human services |c Paul Dickens |
| 264 | 1 | |a Chichester [u.a.] |b Wiley |c 1994 | |
| 300 | |a X, 205 S. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 490 | 0 | |a Wiley series in clinical psychology | |
| 650 | 4 | |a Total quality management in human services | |
| 650 | 0 | 7 | |a Dienstleistungssektor |0 (DE-588)4012183-5 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Qualitätsmanagement |0 (DE-588)4219057-5 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Qualitätsmanagement |0 (DE-588)4219057-5 |D s |
| 689 | 0 | 1 | |a Dienstleistungssektor |0 (DE-588)4012183-5 |D s |
| 689 | 0 | |5 DE-604 | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006625917&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-006625917 | ||
Datensatz im Suchindex
| _version_ | 1804124371879460864 |
|---|---|
| adam_text | CONTENTS
Series Preface xi
Chapter 1 Introduction to quality and
excellence 1
Quality in human services 1
The aim and scope of this book 4
The organisation of this book 5
Chapter 2 The search for quality and
excellence in industry 7
Defining quality and excellence 7
A historical perspective on quality
and excellence 10
Approaches to quality in industry 11
Approaches to quality—the
message of the quality gurus 13
Quality in service industries 16
Defining a service industry 17
Specifying quality in service
industries 20
The dimensions of service quality
and customer satisfaction 21
Other approaches to defining
service quality 25
Service quality 27
Conclusions 28
Chapter 3 Quality and excellence in human
services 31
Issues in human services 31
Defining human services 31
The influence of values 32
Sources of finance 33
viii CONTENTS The heterogeneity of human
services 33
The issue of choice 34
Human services as service
industries 35
Human service values 37
The influence of values on quality 42
Models of quality in human services 44
Defining quality in health care
services 44
Components of quality health care
services 46
Chapter 4: Quality assurance 53
Quality assurance and control
techniques 53
The tools and techniques of
quality control 55
Conclusions 64
Developing a quality management
system—BS5750/ISO9000 65
Advantages and disadvantages of
BS5750/ISO9000 70
Total quality management 74
Defining TQM 74
The essential aspects of TQM
—attitudes and values 77
Towards a framework for total
quality—two models 79
Implementing TQM and reasons
for its failure 84
Conclusion 86
Chapter 5 Tools and techniques of human
service quality 1: Statistical
approaches, monitoring and
audit 87
Introduction 87
Statistical approaches, monitoring
and audit 89
CONTENTS ix
Performance indicators 90
Standard setting and monitoring 93
Auditing human services
—the case of clinical audit 99
Chapter 6 Tools and techniques of human
service quality 2: Inspection,
accreditation and service
evaluation 107
The role of external agencies 107
Inspecting the system and its
components 108
Accreditation schemes 111
Accreditation in action
—theACDD 112
Organisational audit 113
Human services evaluation 116
Defining evaluation 116
Evaluation approaches 117
The process of evaluation 121
The uses of evaluation in human
services 128
Chapter 7 Tools and techniques of human
service quality 3: Involving
workers and consumers:
quality circles and consumer
views 131
Involving people: Quality circles in
human services 131
Consumer views on human services 135
Consumer views on health care 139
Consumer views on mental health
services 141
Consumer views on learning
disability services 143
Conclusion 145
Chapter 8 Quality systems in human services 147
Quality assurance 148
CONTENTS Quality assurance in mental health 148
Quality assurance in health
services 150
Quality assurance systems in
learning disability services 153
BS5750/ISO9000 and human
services 157
Total quality management in human
services 160
TQM in health care 161
Problems of TQM in human
services 164
TQM in mental health 167
TQM—a possible further model
for the therapeutic professions 170
The elements of a total approach
to quality in the therapeutic
professions 174
Chapter 9 Epilogue: In pursuit of quality
and excellence in human services 177
Issues concerning quality 177
Values and quality 178
Money and quality 179
Systems and quality 181
People and quality 182
The quality of life 183
References 187
Index 201
|
| any_adam_object | 1 |
| author | Dickens, Paul |
| author_facet | Dickens, Paul |
| author_role | aut |
| author_sort | Dickens, Paul |
| author_variant | p d pd |
| building | Verbundindex |
| bvnumber | BV009996062 |
| callnumber-first | H - Social Science |
| callnumber-label | HV31 |
| callnumber-raw | HV31 |
| callnumber-search | HV31 |
| callnumber-sort | HV 231 |
| callnumber-subject | HV - Social Pathology, Criminology |
| classification_rvk | CV 9500 |
| ctrlnum | (OCoLC)28926464 (DE-599)BVBBV009996062 |
| dewey-full | 361/.0068/5 |
| dewey-hundreds | 300 - Social sciences |
| dewey-ones | 361 - Social problems and services |
| dewey-raw | 361/.0068/5 |
| dewey-search | 361/.0068/5 |
| dewey-sort | 3361 268 15 |
| dewey-tens | 360 - Social problems and services; associations |
| discipline | Soziologie Psychologie |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01429nam a2200385 c 4500</leader><controlfield tag="001">BV009996062</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20031204 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">950119s1994 |||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0471940542</subfield><subfield code="9">0-471-94054-2</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)28926464</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV009996062</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rakwb</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-384</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HV31</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">361/.0068/5</subfield><subfield code="2">20</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">CV 9500</subfield><subfield code="0">(DE-625)19171:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Dickens, Paul</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Quality and excellence in human services</subfield><subfield code="c">Paul Dickens</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Chichester [u.a.]</subfield><subfield code="b">Wiley</subfield><subfield code="c">1994</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">X, 205 S.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="490" ind1="0" ind2=" "><subfield code="a">Wiley series in clinical psychology</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Total quality management in human services</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Dienstleistungssektor</subfield><subfield code="0">(DE-588)4012183-5</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Qualitätsmanagement</subfield><subfield code="0">(DE-588)4219057-5</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Qualitätsmanagement</subfield><subfield code="0">(DE-588)4219057-5</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Dienstleistungssektor</subfield><subfield code="0">(DE-588)4012183-5</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006625917&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-006625917</subfield></datafield></record></collection> |
| id | DE-604.BV009996062 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-09T17:44:37Z |
| institution | BVB |
| isbn | 0471940542 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-006625917 |
| oclc_num | 28926464 |
| open_access_boolean | |
| owner | DE-384 |
| owner_facet | DE-384 |
| physical | X, 205 S. |
| publishDate | 1994 |
| publishDateSearch | 1994 |
| publishDateSort | 1994 |
| publisher | Wiley |
| record_format | marc |
| series2 | Wiley series in clinical psychology |
| spelling | Dickens, Paul Verfasser aut Quality and excellence in human services Paul Dickens Chichester [u.a.] Wiley 1994 X, 205 S. txt rdacontent n rdamedia nc rdacarrier Wiley series in clinical psychology Total quality management in human services Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 s Dienstleistungssektor (DE-588)4012183-5 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006625917&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Dickens, Paul Quality and excellence in human services Total quality management in human services Dienstleistungssektor (DE-588)4012183-5 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4012183-5 (DE-588)4219057-5 |
| title | Quality and excellence in human services |
| title_auth | Quality and excellence in human services |
| title_exact_search | Quality and excellence in human services |
| title_full | Quality and excellence in human services Paul Dickens |
| title_fullStr | Quality and excellence in human services Paul Dickens |
| title_full_unstemmed | Quality and excellence in human services Paul Dickens |
| title_short | Quality and excellence in human services |
| title_sort | quality and excellence in human services |
| topic | Total quality management in human services Dienstleistungssektor (DE-588)4012183-5 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Total quality management in human services Dienstleistungssektor Qualitätsmanagement |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006625917&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT dickenspaul qualityandexcellenceinhumanservices |