Quality Government: Designing, Developing, and Implementing TQM - Rilegato

Koehler, Jerry W.

Rilegato

ISBN 10: 1574440136 ISBN 13: 9781574440133

Casa editrice: CRC Press, 1996

Riassunto

For anyone looking for a practical guide that clearly demonstrates how to implement Total Quality Management within any government agency (on any level), this is the book that will provide a step-by-step system for success. Quality Government provides practical principles and examples, all designed by experienced government officials who have been through numerous quality initiatives. Packed with reality-based examples, the first two chapters present the theoretical aspects of TQM, while the remainder of the book focuses on implementation. Quality Government tells you what to expect, how implementation is accomplished, and what can be learned. Throughout, the authors give detailed examples of barriers to designing, developing and implementing TQM and how to overcome each.

Su questo libro

Contenuti

I. INTRODUCTION
Putting the Customer First
Managing Government Today
Changing the Way We Do Business in Government
What We Learned

II. FOUNDATIONS OF TOTAL QUALITY MANAGEMENT
What is TQM?
Deming and Juran: The Profits from America
Phil Crosby
The Quality Control Handbook
TQM Cornerstones
Beliefs

III. DESIGNING A TQM HIGH PERFORMANCE ORGANIZATION
Vision
Mission
Strategic Plan
Flowchart Core Processes
Forming Teams to Improve Processes
Communication and Recognition
Establishing Top Management Team Values

IV. CUSTOMER FOCUS
Government Today
The Trapped Customer
Top Down Management Mentality
Customer Driven Decisions
We All Work for the Customers
To Meet or Exceed Customer Expectations

V. DATA DRIVEN IMPROVEMENT
What Tool Should We Use
Flowcharts
Cause and Effect
Pareto Charts
Histograms
Scatter Diagrams

VI. CONTINUAL PROCESS IMPROVEMENT
Scientific Management
Foreign Competition and Changing Customers' Wants and Needs
U.S. Government's Customers
Accepting the TQM Model
Process Management
Process Defined
Process Improvement

VII. PROCESS IMPROVEMENT TEAMS
Working in Process Improvement Teams
Definition of Process Improvement Teams
Empowering Individuals
Empower Process Improvement Teams
Implementing Process Improvement Teams

VIII. LEADING TQM
How Tough Are You?
Support
TQM Leader Are Believers
Change Agents
What Is TQM Leadership?

IX. COMMUNICATION, TRAINING, AND RECOGNITION
Communicating Quality
Communication Goal
Communication Strategy
Quality Awareness
Use of Focus Groups
Use of Surveys for Communication
The Newsletter

X. PERFORMANCE MANAGEMENT: EXPECTATIONS, ASSESSMENT, DEVELOPMENT AND SELECTION
Job Expectations in a TQM Organization
Performance Assessment
Performance Development
Performance Goal Setting
Action Planning
Action

XI. IMPLEMENTING TQM
How to Maintain Your Sanity
TQM Vision and Goal
Change Strategy
Phases in Implementing TQM
Dreadful Friday Afternoons
Labeling Employee Associates
Identification of Key Processes
Measuring Key Processes
Forming Process Improvement Teams
Internal Consultants
Just-in-Time Training
Appealing to Fairness
Overcoming Trickle Down Fear
Benchmarking Against Other Government Agencies

XII. ORGANIZATIONAL ASSESSMENT AND SUSTAINING TQM INITIATIVES
Internal Observations
The President's Quality Award Program
Create Consistency of Purpose
Master Plan TQM Initiative
Stress Leadership Commitment to TQM
Maintain Emphasis on Quality
Establish Measurements for Every Process
Maintain Momentum
Organize Around Core Processes
Empower Quality Council
Consistently Communicate
Vigorously Train All Associates
Promote and Develop Quality Process Partners
Accent Leadership and Teamwork
Encourage Self-Assessment

Product Description

Book by Koehler Jerry W

Dettagli dell?edizione

• Editore: CRC Press
• Data di pubblicazione: 1996
• Lingua: Inglese
• ISBN 10: 1574440136
• ISBN 13: 9781574440133
• Rilegatura: Copertina rigida
• Numero edizione: 1
• Numero di pagine: 296
• Contatto del produttore: non disponibile