Milakovich Improving Service Quality in the Global Economy

Achieving High Performance in Public and Private Sectors, Second Edition
2. Auflage 2005
ISBN: 978-1-4200-3113-3
Verlag: Taylor & Francis
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 432 Seiten

Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of successful customer service QI efforts in both the public and private sectors. The book emphasizes the selection and development of strategies for quality improvement in regulated public non-market-driven services such as education, government, and healthcare.

This revised edition promotes managerial thinking that integrates QI and Knowledge Management (KM) concepts with leadership principles that enable effective responses to the changing demands of the global economy. The text provides step-by-step guidelines, recommendations, and action plans for implementing quality improvements in service sector industries, which now generate two-thirds of America's GDP.

Throughout this volume, cases of successful QI efforts in service industries complement major points in each chapter, offering profiles of global service quality leaders that serve as examples to organizations in the public sector. Current and future managers will gain insight into how the global service quality revolution effects their daily work environments, inspiring improvement in products, services, and support that American companies provide to markets worldwide.

Zielgruppe

Managers, teachers, administrators, principals, and line workers in government and global organizations and graduate students in these areas.

Autoren/Hrsg.

Milakovich, Michael

Fachgebiete

• Geisteswissenschaften Philosophie Sozialphilosophie, Politische Philosophie
• Wirtschaftswissenschaften Betriebswirtschaft Management Qualitätsmanagement, Qualitätssicherung (QS), Total Quality Management (TQM)
• Sozialwissenschaften Politikwissenschaft Politikwissenschaft Allgemein Politische Theorie, Politische Philosophie

Inhaltsverzeichnis

Introduction: The Need for Improved Global Service
Quality

From the Industrial to the Knowledge Revolution

The Internet and Beyond: www.customerservice.com
Demanding Total Quality Service (TQS)

Learning Customer-Driven TQS
Redefining TQS

Applying Total Quality Service Concepts to Public
and Nonprofit Organizations
Origins and Evolution of TQS

Changing Perspectives on Quality and Control

Benchmarking for Service QI

TQS: A Working Definition

Summary and Conclusions

From Quality Control to Continuous Improvement

Evolution of Quality Control Concepts
Masters of Total QI
Selecting QI Strategies

Summary and Conclusions

People Power: Total Quality Human Resources,
Participation, Training, and Empowerment
Total Quality Human Resource Management
Total QI Guidelines

Human Resources Topics Offered under a TQS Perspective

Summary

Monitoring Process, Costs, Quality, and Productivity
Measuring and Adding Value to Processes
Understanding Process Variation and Control Techniques

Variation Due to Common and Special Causes

Statistical Process Control
Six Sigma

Reducing the Costs of Poor Quality

Measuring Poor Quality: Getting Below the Surface
Controlling Direct and Indirect Quality Costs

Defining Improvement Opportunities and Raising the Productivity
Ceiling

Merging Costs, Quality, and Productivity Definitions
Summary and Conclusions

Rewarding Service Quality Improvement
The Need to Improve Performance

International Charters, Quality Awards, and Standards

Florida Power and Light Company and the Deming Prize

Encouraging Innovation and Rewarding Performance
State and Local Quality Awards
Conclusion: A 21st Century Trend or Passing Fad?

Managing Performance in the Public Sector
Assessing Alternative Performance Management Strategies

Reinvention, Service Standards, and Results Orientation

Restoring Faith and Trust in Public Service

Alternatives to Public Management

Balancing Public and Private Strategies

Restoring Faith and Trust by Improving Service Quality

Preserving the Future: Improving Quality in Education

Defining Quality Education
Improving Quality Processes and Outcomes

Measuring Quality of Results in Education

Rewarding Educational Quality Reform
Summary and Conclusions

Implementing Continuous Quality Healthcare
Improvement

Increasing Costs and Shifting Priorities for Healthcare

What Is Total Quality Healthcare Improvement?

Implementing Total Quality Healthcare Improvement

Changing Attitudes, Globalization, and Managed Healthcare
Competition

Strategies for Measuring Patient Satisfaction

Implementing Organizationwide Healthcare Quality
Conclusions and Action Steps

Leadership for Service Quality Improvement

Implementing TQS for High Performance
Barriers to Achieving TQS

Action Strategies for Service Quality Improvement

Leadership Challenges

APPENDICES
A The Eternally Successful Organization Grid
B Deming's 14 Points

C Crosby's 14 Steps
D 2004 Criteria for Performance Excellence -
Item Listing

E Are We Making Progress?

F State Quality Award Programs

G Bibliography

H Glossary and Acronyms