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Improving Service Quality in the Global Economy

Improving Service Quality in the Global Economy Author Michael Milakovich
ISBN-10 9781420031133
Release 2005-08-03
Pages 432
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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.



Improving Service Quality

Improving Service Quality Author Michael Milakovich
ISBN-10 188401545X
Release 1995-03-01
Pages 280
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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.



On Time Service Issues Present in Going Inc s Airline Business and Suggested Quality and Control Measures for Improvement

On   Time Service Issues Present in Going Inc   s Airline Business and Suggested Quality and Control Measures for Improvement Author Farrukh Khan
ISBN-10 9780557718382
Release
Pages
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On Time Service Issues Present in Going Inc s Airline Business and Suggested Quality and Control Measures for Improvement has been writing in one form or another for most of life. You can find so many inspiration from On Time Service Issues Present in Going Inc s Airline Business and Suggested Quality and Control Measures for Improvement also informative, and entertaining. Click DOWNLOAD or Read Online button to get full On Time Service Issues Present in Going Inc s Airline Business and Suggested Quality and Control Measures for Improvement book for free.



Digital Governance

Digital Governance Author Michael E. Milakovich
ISBN-10 9781136718984
Release 2012-04-23
Pages 376
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This book explores the transition from electronic government (e-gov) to digital or d-governance, emphasizing the importance of citizen participation and information technology to accomplish the change.



Public Administration in America

Public Administration in America Author Michael Milakovich
ISBN-10 9780495569404
Release 2008-12-17
Pages 736
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The tenth edition of PUBLIC ADMINISTRATION IN AMERICA tackles the current and emerging themes, trends, ethics, and challenges in public administration with the most comprehensive scholarship available. Delivered in a highly readable format to which students can relate, PUBLIC ADMINISTRATION IN AMERICA emphasizes core concepts while illustrating how students can provide an invaluable service with a career in public administration. Fully updated, exciting coverage of current American politics places students in the center of the political world in which they live and builds their desire to get involved and make a difference. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.



Change Transformation in Government Organizations

Change  Transformation  in Government Organizations Author Ronald R. Sims
ISBN-10 9781617351242
Release 2010-10-01
Pages 345
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“Change (Transformation) in Government Organizations” discusses recent efforts to bring about change in government organizations. The book brings together contributions by a number of managers, practitioners, academics and consultants in the study of international, federal, state, and local government efforts to respond to increased calls for change (transformation) in public sector organizations. Each contributor describes their work in this area using as a backdrop the fact that public sector organizations continue to be under new and substantial pressures to change and transform themselves. Hence a collection of current contributions such as those in this book are intended to add to the ongoing debates and rewriting of the success and failures of change in public sector organizations. The ultimate purpose of this book is to further our knowledge about the related issues and current efforts to bring about change or transformation in public sector organizations. The contributors, all experts with extensive experience as change agents in both public and private sector organizations not only support their analyses and discussions of specific cases and change (transformation) management issues but also provide practical tools, ideas and lessons learned, intended to be generalizable to other public sector agencies and helpful to those responsible for developing, implementing and evaluating similar efforts in the years to come. The audience for the book will be government managers, scholars and others interested in undertaking or learning about such efforts.



American Book Publishing Record

American Book Publishing Record Author
ISBN-10 UOM:39015066043244
Release 2003
Pages
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American Book Publishing Record has been writing in one form or another for most of life. You can find so many inspiration from American Book Publishing Record also informative, and entertaining. Click DOWNLOAD or Read Online button to get full American Book Publishing Record book for free.



Total Quality Service

Total Quality Service Author D.H. Stamatis
ISBN-10 1884015832
Release 1995-08-01
Pages 336
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Total Quality Service rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands-most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied. What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times. Companies that do not provide quality service not only won't compete-they won't exist. Let Total Quality Service put you and your employees on the cutting edge of customer satisfaction.



Improving Public Service Delivery

Improving Public Service Delivery Author Peter C. Humphreys
ISBN-10 1902448006
Release 1998
Pages 94
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Improving Public Service Delivery has been writing in one form or another for most of life. You can find so many inspiration from Improving Public Service Delivery also informative, and entertaining. Click DOWNLOAD or Read Online button to get full Improving Public Service Delivery book for free.



Lean Performance ERP Project Management

Lean Performance ERP Project Management Author Brian J. Carroll
ISBN-10 9781420000238
Release 2002-02-27
Pages 312
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Until now, Lean thinking has been narrowly focused on physical processes, causing serious shortcomings and failures in obtaining Lean benefits. Lean Performance ERP Project Management integrates strategy, people, process, and information technology into a project management methodology that applies Lean thinking to all processes. It uses Lean principles, tools, and practices to improve and then continuously improve management decision processes, information/support processes, and their linkages to Lean physical processes. It allows you to start with your existing process, and then develop process performance improvements and measurements. If you're tired of information technology project failures or poor results, and all the "after project" rework, Lean Performance ERP Project Management will be a breath of fresh air. It helps you achieve system integration and provides an on-going Continuous Improvement tool after implementation. By showing you how to develop and utilize process workflow standards, it provides you with a road map to successful Lean Transformation. Lean Performance is the product of the trial and error project applications of many business process and performance improvement methodologies, based on the author's considerable practical management and consulting experience. When you recognize the strength of the business, i.e. people and processes, you can enhance your company culture of continuous improvement.



Resources in Education

Resources in Education Author
ISBN-10 MINN:30000007201357
Release 2000-03
Pages
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Resources in Education has been writing in one form or another for most of life. You can find so many inspiration from Resources in Education also informative, and entertaining. Click DOWNLOAD or Read Online button to get full Resources in Education book for free.



Books in Print

Books in Print Author
ISBN-10 UOM:39015054048460
Release 2004
Pages
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Books in print is the major source of information on books currently published and in print in the United States. The database provides the record of forthcoming books, books in-print, and books out-of-print.



Governing by Network

Governing by Network Author Stephen Goldsmith
ISBN-10 9780815797524
Release 2005-06-22
Pages 224
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A fundamental, but mostly hidden, transformation is happening in the way public services are being delivered, and in the way local and national governments fulfill their policy goals. Government executives are redefining their core responsibilities away from managing workers and providing services directly to orchestrating networks of public, private, and nonprofit organizations to deliver the services that government once did itself. Authors Stephen Goldsmith and William D. Eggers call this new model “governing by network” and maintain that the new approach is a dramatically different type of endeavor that simply managing divisions of employees. Like any changes of such magnitude, it poses major challenges for those in charge. Faced by a web of relationships and partnerships that increasingly make up modern governance, public managers must grapple with skill-set issues (managing a contract to capture value); technology issues (incompatible information systems); communications issues (one partner in the network, for example, might possess more information than another); and cultural issues (how interplay among varied public, private, and nonprofit sector cultures can create unproductive dissonance). Governing by Network examines for the first time how managers on both sides of the aisle, public and private, are coping with the changes. Drawing from dozens of case studies, as well as established best practices, the authors tell us what works and what doesn’t. Here is a clear roadmap for actually governing the networked state for elected officials, business executives, and the broader public.



The New Public Service

The New Public Service Author Janet V Denhardt
ISBN-10 9781315289472
Release 2016-09-16
Pages 240
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This widely praised work provides a framework for the many voices calling for the reaffirmation of democratic values, citizenship, and service in the public interest. The expanded edition includes an all-new chapter that addresses the practical issues of applying these ideals in actual, real-life situations. "The New Public Service, Expanded Edition" is organized around a set of seven core principles: serve citizens, not customers; seek the public interest; value citizenship and public service above entrepreneurship; think strategically, act democratically; recognize that accountability isn't simple; serve, rather than steer; and value people, not just productivity. The book asks us to think carefully and critically about what public service is, why it is important, and what values ought to guide what we do and how we do it. It celebrates what is distinctive, important and meaningful about public service and considers how we might better live up to those ideals and values. All students and serious practitioners in public administration and public policy should read this book. While debates about public policy issues will surely continue, this compact, clearly written volume provides an important framework for public service based on and fully integrated with citizen discourse and the public interest.



The Cumulative Book Index

The Cumulative Book Index Author
ISBN-10 UOM:39015058373955
Release 1996
Pages
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The Cumulative Book Index has been writing in one form or another for most of life. You can find so many inspiration from The Cumulative Book Index also informative, and entertaining. Click DOWNLOAD or Read Online button to get full The Cumulative Book Index book for free.



High Performance Government

High Performance Government Author Robert Klitgaard
ISBN-10 9780833040671
Release 2005-03-24
Pages 496
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In 2003, the National Commission on the Public Service, chaired by Paul Volcker, issued a report detailing problems within the federal government today and recommending changes in its organization, leadership, and operations. This book suggests practical ways to implement the recommendations and defines a research agenda for the future. Thirteen essays address the primary problem areas identified by the Volcker Commission, and the commission report itself is included.



The Academy of Management Review

The Academy of Management Review Author Academy of Management
ISBN-10 UCSD:31822017462482
Release
Pages
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The Academy of Management Review has been writing in one form or another for most of life. You can find so many inspiration from The Academy of Management Review also informative, and entertaining. Click DOWNLOAD or Read Online button to get full The Academy of Management Review book for free.