Riassunto
Organizations are struggling to improve customer-focused quality in today's highly competitive domestic and global markets. Better design, implementation, and daily management of quality improvement strategies is essential for survival. Quality improvement principles, when thoughtfully applied and appropriately modified to meet all types of customer demands, are a sound means to respond to changing markets. However, when various quality and productivity theories and methods are applied without changing the organizational culture, it is very difficult to consistently deliver quality results. This important new book focuses on quality improvement methods for high performance in public and private services not covered in other books: applications focus on construction, education, government, insurance, public utilities, health care, and nonprofit services. Rather than detailing the technical processes to achieve inspection, planning, quality auditing, statistics, or risk assessment, this book presents step-by-step guidelines, recommendations, and action plans for changing service organizations to implement quality improvements. Sound theory and careful strategic planning are presented to assist readers in developing an understanding of how to select the essential elements of systems that best fit their customers' needs.
Contenuti
1 Introduction: The Need for Improved Service Quality
Demanding Total Quality Public and Private Service
Learning Customer-Driven Total Quality Service
Redefining Total Quality Service
2 Applying Total Quality Service Concepts
Origins and Evolution of Total Quality Service
Changing Perspectives on Quality and Control
Total Quality Service: A Working Definition
Summary and Conclusions
3 From Quality Control to Continuous Improvement
Evolution of Quality Control Concepts
Selecting Quality Improvement Strategies
Masters of Total Quality Improvement
Summary and Conclusions
4 Encouraging Total Quality Human Resources: Participation and Training
Characteristics of Total Quality Human Resource Management
Total Quality Improvement Guidelines
Human Resource Topics Offered Under a Total Quality Service Perspective
Critical Elements in Total Quality Service Training
5 Increasing Quality and Competitiveness
Recognizing Quality Improvement in Japan: The Deming Prize
Florida Power & Light Company and the Deming Prize
Recognizing Quality in the United States: The Malcolm Baldrige National Quality Awards
Government, Competitiveness, and Total Quality Service
ISO 9000 and Emerging Global Quality Standards
Summary and Conclusions
6 Monitoring Process, Cost, Quality, and Productivity
Process Control Techniques
Estimating the Cost of Poor Quality
Defining Improvement Opportunities and Raising the Productivity Ceiling
Merging Cost, Process, Quality, and Productivity Definitions
Productivity Improvement and Total Quality Service
Productivity and Quality Improvement in the Construction Industry (L. Forbes)
Summary and Conclusions
7 Managing Quality in the Public Sector
Why the Change?
The Politics of Quality Improvement
What Is Total Quality Public Service?
Curing Past Sins of Public Administration
Implementing Total Quality Public Management
Current Government Promotion of Total Quality Service
Quality Improvement in Education
Summary and Conclusions
8 Implementing Continuous Quality Healthcare Improvement
Shifting National Priorities for Healthcare
Changing Attitudes Toward Managed Healthcare Competition
What Is Total Quality Healthcare Improvement?
Strategies for Measuring Patient Satisfaction
Implementing Organization-Wide Healthcare Quality
Conclusions and Action Steps
9 Leadership for Achieving High-Performance Quality Improvement
Implementing Total Quality Service to Achieve High Performance
Barriers to Achieving Total Quality Service
Action Strategies for Service Quality Improvement
Leadership Challenges
Appendices
A The Eternally Successful Organization Grid
B Deming's Fourteen Points
C Crosby's Fourteen Steps
D Malcolm Baldrige Award Criteria
Bibliography
Index
Index
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