Improving service quality in the global economy: achieving high performance in public and private sectors
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Boca Raton [u.a.]
Auerbach Publ.
2006
|
| Ausgabe: | 2. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 1. Aufl. u.d.T.: Improving service quality |
| Beschreibung: | XIX, 406 S. graph. Darst. |
| ISBN: | 0849338190 9780849338199 |
Internformat
MARC
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| 245 | 1 | 0 | |a Improving service quality in the global economy |b achieving high performance in public and private sectors |c Michael E. Milakovich |
| 250 | |a 2. ed. | ||
| 264 | 1 | |a Boca Raton [u.a.] |b Auerbach Publ. |c 2006 | |
| 300 | |a XIX, 406 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a 1. Aufl. u.d.T.: Improving service quality | ||
| 650 | 4 | |a Industrial management | |
| 650 | 4 | |a Service industries |x Management | |
| 650 | 4 | |a Quality control | |
| 650 | 0 | 7 | |a Dienstleistungsbetrieb |0 (DE-588)4012181-1 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Qualitätsmanagement |0 (DE-588)4219057-5 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Kundenorientierung |0 (DE-588)4316837-1 |2 gnd |9 rswk-swf |
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| 689 | 0 | |C b |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=013525057&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
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Datensatz im Suchindex
| _version_ | 1804133772339183616 |
|---|---|
| adam_text | Contents
1 Introduction: The Need for Improved Global Service
Quality 1
From the Industrial to the Knowledge Revolution 4
Quality Improvement (QI) Strategies 6
Quality Awards and Incentives for Change H
The Internet and Beyond: www.customerserviee.com 8
Demanding Total Quality Service (TQS) 11
Learning Customer Driven TQS I 7
Redefining TQS 20
Key Terms 23
Notes 25
2 Applying Total Quality Service Concepts to Public
and Nonprofit Organizations 33
Origins and Evolution of TQS 36
Changing Perspectives on Quality and Control 39
Benchmarking for Service QI j3
TQS: A Working Definition 11
Developing a TQS Culture ¦ 15
CFM. Teamwork, and Delayering o
Strengthen Customer Supplier Relationsh ips i8
Empower Employees to Meet Customer Quality Requirements 5]
Understand Systemic Relationships S3
Carefully Monitor Results 56
Implement CQI 58
Reduce the Costs of Poor Quality 59
Summary and Conclusions 60
Key Terms 61
Notes 62
V
vi ¦ Contents 3 From Quality Control to Continuous Improvement 73
Evolution of Quality Control Concepts 74
Masters of Total QI 78
W. Edwards Deming (1900 to 1993) 79
Joseph M. Juran (1904 ) 84
Armand V. Feigenbaum (1920 ) 88
Kaoru Ishikawa (1915 to 1989) 89
Philip Crosby (1926 to 2001) 94
Selecting QI Strategies 96
Summary and Conclusions 97
Key Terms 98
Notes 99
4 People Power: Total Quality Human Resources,
Participation, Training, and Empowerment 107
Total Quality Human Resource Management 109
Total QI Guidelines Ill
Guideline No. 1 112
Implications of Guideline No. 1 113
Guideline No. 2 114
Implications of Guideline No. 2 114
Guideline No. 3 115
Implications of Guideline No. 3 116
Guideline No. 4 and Guideline No. 5 116
Implications of Guideline No. 4 and Guideline No. 5 117
Guideline No. 6 118
Managing Fear in the Workplace 120
Implications of Guideline No. 6: Creating a Stimulating
Environment 120
Suggested Strategy 122
Guideline No. 7 122
Implications of Guideline No. 7 123
Guideline No. 8 123
Implications of Guideline No. 8 123
Pinches. Detecting Devices, Measurement, and
Information Lines 124
Guideline No. 9 125
Implications of Guideline No. 9 126
Guideline No. 10 126
Implications of Guideline No. 10 127
Human Resources Topics Offered under a TQS Perspective 127
Summary 129
Key Terms 130
Notes 130
5 Monitoring Process, Costs, Quality, and Productivity 139
Measuring and Adding Value to Processes 139
Contents ¦ vii
Understanding Process Variation and Control Techniques 142
Variation Due to Common and Special Causes 144
Statistical Process Control 145
Six Sigma 146
Reducing the Costs of Poor Quality 147
Measuring Poor Quality: Getting Below the Surface 149
Controlling Direct and Indirect Quality Costs 151
Defining Improvement Opportunities and Raising the Productivity
Ceiling 154
Merging Costs, Quality, and Productivity Definitions 155
Summary and Conclusions 158
Key Terms 160
Notes 160
6 Rewarding Service Quality Improvement 173
The Need to Improve Performance 175
International Charters, Quality Awards, and Standards 177
Florida Power and Light Company and the Deming Prize 184
Encouraging Innovation and Rewarding Performance 188
State and Local Quality Awards 192
Conclusion: A 21st Century Trend or Passing Fad? 195
Key Terms 198
Notes 198
7 Managing Performance in the Public Sector 207
Assessing Alternative Performance Management Strategies 208
Reinvention, Service Standards, and Results Orientation 210
Restoring Faith and Taist in Public Service 212
Rebuilding Confidence and Trust 213
Bureaucratic Empowerment and Citizen Relationship
Management 215
Accountability, Ideology, and Bureaucratic Mobilization IV
Alternatives to Public Management 218
Balancing Public and Private Strategies Ill
Restoring Faith and Trust by Improving Service Quality lib
Key Terms 229
Notes 230
8 Preserving the Future: Improving Quality in Education 239
Defining Quality Education 2 i0
Improving Quality Processes and Outcomes 2 i3
Teacher Education and Classroom Instruction 243
Fiscal Policy and Resource Management 246
Quality of Curriculum 24~
Measuring Quality of Results in Education 248
Rewarding Educational Quality Reform 253
Summary and Conclusions 255
Key Terms 256
viii ¦ Contents 9 Implementing Continuous Quality Healthcare
Improvement 265
Increasing Costs and Shifting Priorities for Healthcare 266
What Is Total Quality Healthcare Improvement? 270
Implementing Total Quality Healthcare Improvement 273
Changing Attitudes, Globalization, and Managed Healthcare
Competition 275
Strategies for Measuring Patient Satisfaction 278
Implementing Organizationwide Healthcare Quality 284
Conclusions and Action Steps 287
Key Terms 288
10 Leadership for Service Quality Improvement 305
Implementing TQS for High Performance 307
Barriers to Achieving TQS 313
Action Strategies for Service Quality Improvement 316
Leadership Challenges 319
Appendices
A The Eternally Successful Organisation Grid 325
B Deming s 14 Points 329
C Crosby s 14 Steps 331
D 2004 Criteria for Performance Excellence —
Item Listing 333
E Are We Making Progress? 335
F State Quality Award Programs 341
G Bibliography 345
H Glossary and Acronyms 361
Index 387
|
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| callnumber-first | H - Social Science |
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| dewey-search | 658.5/62 |
| dewey-sort | 3658.5 262 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 2. ed. |
| format | Book |
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| id | DE-604.BV020819674 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T20:14:02Z |
| institution | BVB |
| isbn | 0849338190 9780849338199 |
| language | English |
| lccn | 2005043912 |
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| owner_facet | DE-945 |
| physical | XIX, 406 S. graph. Darst. |
| publishDate | 2006 |
| publishDateSearch | 2006 |
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| spelling | Milakovich, Michael E. Verfasser aut Improving service quality in the global economy achieving high performance in public and private sectors Michael E. Milakovich 2. ed. Boca Raton [u.a.] Auerbach Publ. 2006 XIX, 406 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier 1. Aufl. u.d.T.: Improving service quality Industrial management Service industries Management Quality control Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Kundenorientierung (DE-588)4316837-1 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 s Kundenorientierung (DE-588)4316837-1 s Qualitätsmanagement (DE-588)4219057-5 s b DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=013525057&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Milakovich, Michael E. Improving service quality in the global economy achieving high performance in public and private sectors Industrial management Service industries Management Quality control Dienstleistungsbetrieb (DE-588)4012181-1 gnd Qualitätsmanagement (DE-588)4219057-5 gnd Kundenorientierung (DE-588)4316837-1 gnd |
| subject_GND | (DE-588)4012181-1 (DE-588)4219057-5 (DE-588)4316837-1 |
| title | Improving service quality in the global economy achieving high performance in public and private sectors |
| title_auth | Improving service quality in the global economy achieving high performance in public and private sectors |
| title_exact_search | Improving service quality in the global economy achieving high performance in public and private sectors |
| title_full | Improving service quality in the global economy achieving high performance in public and private sectors Michael E. Milakovich |
| title_fullStr | Improving service quality in the global economy achieving high performance in public and private sectors Michael E. Milakovich |
| title_full_unstemmed | Improving service quality in the global economy achieving high performance in public and private sectors Michael E. Milakovich |
| title_short | Improving service quality in the global economy |
| title_sort | improving service quality in the global economy achieving high performance in public and private sectors |
| title_sub | achieving high performance in public and private sectors |
| topic | Industrial management Service industries Management Quality control Dienstleistungsbetrieb (DE-588)4012181-1 gnd Qualitätsmanagement (DE-588)4219057-5 gnd Kundenorientierung (DE-588)4316837-1 gnd |
| topic_facet | Industrial management Service industries Management Quality control Dienstleistungsbetrieb Qualitätsmanagement Kundenorientierung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=013525057&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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