Improving Service Quality in the Global Economy Achieving High Performance in Public and Private Sectors, Second Edition

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

Biography

Michael Milakovich, Harvey W. Blanch