IMPROVING SERVICE QUALITY IN THE GLOBAL ECONOMY ACHIEVING HIGH PERFORMANCE IN PUBLIC AND PRIVATE SECTORS SECOND EDITION

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Improving Service Quality In The Global Economy

Author : Michael Milakovich
ISBN : 9781420031133
Genre : Political Science
File Size : 30.17 MB
Format : PDF
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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.
Category: Political Science

Improving Service Quality

Author : Michael Milakovich
ISBN : 188401545X
Genre : Business & Economics
File Size : 68.73 MB
Format : PDF, Kindle
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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.
Category: Business & Economics

Digital Governance

Author : Michael E. Milakovich
ISBN : 9781136718984
Genre : Political Science
File Size : 26.77 MB
Format : PDF
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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.
Category: Political Science

Public Administration In America

Author : Michael Milakovich
ISBN : 9780495569404
Genre : Political Science
File Size : 75.57 MB
Format : PDF, Mobi
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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.
Category: Political Science

Change Transformation In Government Organizations

Author : Ronald R. Sims
ISBN : 9781617351242
Genre : Political Science
File Size : 80.45 MB
Format : PDF, ePub
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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.
Category: Political Science

Total Quality Service

Author : D.H. Stamatis
ISBN : 1884015832
Genre : Business & Economics
File Size : 58.47 MB
Format : PDF, ePub, Mobi
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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.
Category: Business & Economics

Lean Performance Erp Project Management

Author : Brian J. Carroll
ISBN : 9781420000238
Genre : Business & Economics
File Size : 66.35 MB
Format : PDF, ePub, Docs
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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.
Category: Business & Economics