Improving Service Quality

Service industries recognize the need to improve customer-focused quality improvement (QI) strategies - in much the same way manufacturers apply total quality management (TQM) systems. This book focuses on improved design, implementation, and daily management of QI efforts for high performance in public and private services. It assists managers in understanding how to satisfy customers' needs. The emphasis is on changing administrative management practices and promoting leadership principles to guide decision-making and increase competitiveness.

Preface
Acknowledgments
About the Author
List of Abbreviations
Introduction: The Need for Improved Service Quality	p. 1
Applying Total Quality Service Concepts	p. 11
From Quality Control to Continuous Improvement	p. 43
Encouraging Total Quality Human Resources: Participation and Training	p. 73
Increasing Quality and Competitiveness	p. 101
Monitoring Process, Cost, Quality, and Productivity	p. 123
Managing Quality in the Public Sector	p. 155
Implementing Continuous Quality Healthcare Improvement	p. 185
Leadership for Achieving High-Performance Quality Improvement	p. 207
App. A. The Eternally Successful Organization Grid	p. 225
App. B. Deming's Fourteen Points	p. 227
App. C. Crosby's Fourteen Steps	p. 229
App. D. Malcolm Baldrige Award Criteria	p. 231
Bibliography	p. 233
Index	p. 245
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Improving Service Quality

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Improving Service Quality

Summary

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