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

by Milakovich; Michael

• ISBN13: 9780849338199
• ISBN10: 0849338190
• Edition: 2nd
• Format: Hardcover
• Copyright: 2005-08-03
• Publisher: Auerbach Public

Summary

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

1 Introduction: The Need for Improved Global Service Quality	1	(32)
From the Industrial to the Knowledge Revolution	4	(4)
Quality Improvement (QI) Strategies	6	(2)
Quality Awards and Incentives for Change	8	(1)
The Internet and Beyond: www.customerservice.com	8	(3)
Demanding Total Quality Service (TQS)	11	(6)
Learning Customer-Driven TQS	17	(3)
Redefining TQS	20	(3)
Key Terms	23	(1)
Notes	23	(10)
2 Applying Total Quality Service Concepts to Public and Nonprofit Organizations	33	(40)
Origins and Evolution of TQS	36	(3)
Changing Perspectives on Quality and Control	39	(4)
Benchmarking for Service QI	43	(1)
TQS: A Working Definition	44	(16)
Developing a TQS Culture	45	(1)
CFM, Teamwork, and "Delayering"	45	(3)
Strengthen Customer-Supplier Relationships	48	(3)
Empower Employees to Meet Customer Quality Requirements	51	(2)
Understand Systemic Relationships	53	(3)
Carefully Monitor Results	56	(2)
Implement CQI	58	(1)
Reduce the Costs of Poor Quality	59	(1)
Summary and Conclusions	60	(1)
Key Terms	61	(1)
Notes	62	(11)
3 From Quality Control to Continuous Improvement	73	(34)
Evolution of Quality Control Concepts	74	(4)
Masters of Total QI	78	(18)
W. Edwards Deming (1900 to 1993)	79	(5)
Joseph M. Juran (1904 )	84	(4)
Armand V. Feigenbaum (1920 )	88	(1)
Kaoru Ishikawa (1915 to 1989)	89	(5)
Philip Crosby (1926 to 2001)	94	(2)
Selecting QI Strategies	96	(1)
Summary and Conclusions	97	(1)
Key Terms	98	(1)
Notes	99	(8)
4 People Power: Total Quality Human Resources, Participation, Training, and Empowerment	107	(32)
Total Quality Human Resource Management	109	(2)
Total QI Guidelines	111	(16)
Guideline No. 1	112	(2)
Implications of Guideline No. 1	113	(1)
Guideline No. 2	114	(1)
Implications of Guideline No. 2	114	(1)
Guideline No. 3	115	(1)
Implications of Guideline No. 3	116	(1)
Guideline No. 4 and Guideline No. 5	116	(2)
Implications of Guideline No. 4 and Guideline No. 5	117	(1)
Guideline No. 6	118	(4)
Managing Fear in the Workplace	120	(1)
Implications of Guideline No. 6: Creating a Stimulating Environment	120	(2)
Suggested Strategy	122	(1)
Guideline No. 7	122	(1)
Implications of Guideline No. 7	123	(1)
Guideline No. 8	123	(2)
Implications of Guideline No. 8	123	(1)
Pinches, Detecting Devices, Measurement, and Information Lines	124	(1)
Guideline No. 9	125	(1)
Implications of Guideline No. 9	126	(1)
Guideline No. 10	126	(86)
Implications of Guideline No. 10	127	(1)
Human Resources Topics Offered under a TQS Perspective	127	(2)
Summary	129	(1)
Key Terms	130	(1)
Notes	130	(9)
5 Monitoring Process, Costs, Quality, and Productivity	139	(34)
Measuring and Adding Value to Processes	139	(3)
Understanding Process Variation and Control Techniques	142	(2)
Variation Due to Common and Special Causes	144	(1)
Statistical Process Control	145	(1)
Six Sigma	146	(1)
Reducing the Costs of Poor Quality	147	(2)
Measuring Poor Quality: Getting Below the Surface	149	(2)
Controlling Direct and Indirect Quality Costs	151	(3)
Defining Improvement Opportunities and Raising the Productivity Ceiling	154	(1)
Merging Costs, Quality, and Productivity Definitions	155	(3)
Summary and Conclusions	158	(2)
Key Terms	160	(1)
Notes	160	(13)
6 Rewarding Service Quality Improvement	173	(34)
The Need to Improve Performance	175	(2)
International Charters, Quality Awards, and Standards	177	(7)
Florida Power and Light Company and the Deming Prize	184	(4)
Encouraging Innovation and Rewarding Performance	188	(4)
State and Local Quality Awards	192	(3)
Conclusion: A 21st Century Trend or Passing Fad?	195	(3)
Key Terms	198	(1)
Notes	198	(9)
7 Managing Performance in the Public Sector	207	(32)
Assessing Alternative Performance Management Strategies	208	(2)
Reinvention, Service Standards, and Results Orientation	210	(2)
Restoring Faith and Trust in Public Service	212	(6)
Rebuilding Confidence and Trust	213	(2)
Bureaucratic Empowerment and Citizen Relationship Management	215	(2)
Accountability, Ideology, and Bureaucratic Mobilization	217	(1)
Alternatives to Public Management	218	(4)
Balancing Public and Private Strategies	222	(4)
Restoring Faith and Trust by Improving Service Quality	226	(3)
Key Terms	229	(1)
Notes	230	(9)
8 Preserving the Future: Improving Quality in Education	239	(26)
Defining Quality Education	240	(3)
Improving Quality Processes and Outcomes	243	(5)
Teacher Education and Classroom Instruction	243	(3)
Fiscal Policy and Resource Management	246	(1)
Quality of Curriculum	247	(1)
Measuring Quality of Results in Education	248	(5)
Rewarding Educational Quality Reform	253	(2)
Summary and Conclusions	255	(1)
Key Terms	256	(9)
9 Implementing Continuous Quality Healthcare Improvement	265	(40)
Increasing Costs and Shifting Priorities for Healthcare	266	(4)
What Is Total Quality Healthcare Improvement?	270	(3)
Implementing Total Quality Healthcare Improvement	273	(2)
Changing Attitudes, Globalization, and Managed Healthcare Competition	275	(3)
Strategies for Measuring Patient Satisfaction	278	(6)
Implementing Organizationwide Healthcare Quality	284	(3)
Conclusions and Action Steps	287	(1)
Key Terms	288	(17)
10 Leadership for Service Quality Improvement	305	(20)
Implementing TQS for High Performance	307	(6)
Barriers to Achieving TQS	313	(3)
Action Strategies for Service Quality Improvement	316	(3)
Leadership Challenges	319	(6)
Appendices
A The Eternally Successful Organization Grid	325	(4)
B Deming's 14 Points	329	(2)
C Crosby's 14 Steps	331	(2)
D 2004 Criteria for Performance Excellence - Item Listing	333	(2)
E Are We Making Progress?	335	(6)
F State Quality Award Programs	341	(4)
G Bibliography	345	(16)
H Glossary and Acronyms	361	(26)
Index	387