Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition (2nd New edition)

Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition (2nd New edition)

By: Michael E. Milakovich (author)Hardback

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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.


Introduction: The Need for Improved Global Service Quality From the Industrial to the Knowledge Revolution The Internet and Beyond: 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

Product Details

  • ISBN13: 9780849338199
  • Format: Hardback
  • Number Of Pages: 432
  • ID: 9780849338199
  • weight: 748
  • ISBN10: 0849338190
  • edition: 2nd New edition

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