Improving Service Quality in the Global Economy Achieving High Performance in Public and Private Sectors 2nd Edition by Michael Milakovich ISBN 0849338190 9780849338199

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ISBN 10: 0849338190 
ISBN 13: 9780849338199
Author: Michael Milakovich

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.

Improving Service Quality in the Global Economy Achieving High Performance in Public and Private Sectors 2nd Table of contents:

Chapter 1
Introduction: The Need for Improved Global Service Quality
From the Industrial to the Knowledge Revolution
Quality Improvement (QI) Strategies
Quality Awards and Incentives for Change
The Internet and Beyond: www.customerservice.com
Demanding Total Quality Service (TQS)
Learning Customer-Driven TQS
Redefining TQS
Key Terms
Notes
Chapter 2
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
Developing a TQS Culture
CFM, Teamwork, and “Delayering”
Strengthen Customer-Supplier Relationships
Empower Employees to Meet Customer Quality Requirements
Understand Systemic Relationships
Carefully Monitor Results
Implement CQI
Reduce the Costs of Poor Quality
Summary and Conclusions
Key Terms
Notes
Chapter 3
From Quality Control to Continuous Improvement
Evolution of Quality Control Concepts
Masters of Total QI
W. Edwards Deming (1900 to 1993)
Joseph M. Juran (1904-)
Armand V. Feigenbaum (1920-)
Kaoru Ishikawa (1915 to 1989)
Philip Crosby (1926 to 2001)
Selecting QI Strategies
Summary and Conclusions
Key Terms
Notes
Chapter 4
People Power: Total Quality Human Resources, Participation, Training, and Empowerment1
Total Quality Human Resource Management
Total QI Guidelines
Guideline No. 1
Implications of Guideline No. 1
Guideline No. 2
Implications of Guideline No. 2
Guideline No. 3
Implications of Guideline No. 3
Guideline No. 4 and Guideline No. 5
Implications of Guideline No. 4 and Guideline No. 5
Guideline 6
Managing Fear in the Workplace
Implications of Guideline No. 6: Creating a Stimulating Environment
Suggested Strategy
Guideline No. 7
Implications of Guideline No. 7
Guideline No. 8
Implications of Guideline No. 8
Pinches, Detecting Devices, Measurement, and Information Lines
Guideline No. 9
Implications of Guideline No. 9
Guideline No. 10
Implications of Guideline No. 10
Human Resources Topics Offered under a TQS Perspective
Summary
Key Terms
Notes
Chapter 5
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
Key Terms
Notes
Chapter 6
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?
Key Terms
Notes
Chapter 7
Managing Performance in the Public Sector
Assessing Alternative Performance Management Strategies
Reinvention, Service Standards, and Results Orientation
Restoring Faith and Trust in Public Service
Rebuilding Confidence and Trust
Bureaucratic Empowerment and Citizen Relationship Management
Accountability, Ideology, and Bureaucratic Mobilization
Alternatives to Public Management
Balancing Public and Private Strategies
Restoring Faith and Trust by Improving Service Quality
Key Terms
Notes
Chapter 8
Preserving the Future: Improving Quality in Education
Defining Quality Education
Improving Quality Processes and Outcomes
Teacher Education and Classroom Instruction
Fiscal Policy and Resource Management
Quality of Curriculum
Measuring Quality of Results in Education
Rewarding Educational Quality Reform
Summary and Conclusions
Key Terms
Chapter 9
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
Key Terms
Chapter 10
Leadership for Service Quality Improvement
Implementing TQS for High Performance
Barriers to Achieving TQS
Action Strategies for Service Quality Improvement
Leadership Challenges
Appendix A
The Eternally Successful Organization Grid
Appendix B
Deming’s 14 Points
Notes
Appendix C
Crosby’s 14 Steps
Appendix D
2004 Criteria for Performance Excellence – Item Listing
2004 Categories and Items Point Values
1 Leadership 120
2 Strategic Planning 85
3 Customer and Market Focus 85
2004 Categories and Items Point Values
4 Measurement, Analysis, and Knowledge Management 90
5 Human Resource Focus 85
6 Process Management 85
7 Business Results 450
Total Points 1000
Appendix E
Are We Making Progress?

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