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

Improving Service Quality in the Global Economy

Achieving High Performance in Public and Private Sectors, Second Edition, 2nd Edition

By Michael Milakovich

Auerbach Publications

432 pages | 19 B/W Illus.

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pub: 2005-08-03
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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.

Table of Contents

Introduction: The Need for Improved Global Service


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


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


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


Increasing Costs and Shifting Priorities for Healthcare

What Is Total Quality Healthcare Improvement?

Implementing Total Quality Healthcare Improvement

Changing Attitudes, Globalization, and Managed Healthcare


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


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

Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Quality Control
BUSINESS & ECONOMICS / Government & Business
POLITICAL SCIENCE / Public Affairs & Administration
POLITICAL SCIENCE / Public Policy / General