Milakovich, Michael E.
Improving service quality : achieving high performance in the public and private sectors / Michael E. Milakovich. - Delray Beach, Fla. : St. Lucie Press, c1995. - xx,258 pages : illustration (black and white) ; 24cm.
Includes bibliographical references and index.
Contents: 1. Introduction: the need for improved service quality -- 2. Applying total quality service concepts -- 3. From quality control to continous improvement -- 4. Encouraging total quality human resources: participation and training -- 5. Increasing quality and competitiveness -- 6. Monitoring process, cost, quality, and productivity -- 7. Managing quality in the public sector -- 8. Implementing continous quality healthcare improvement -- 9. Leadership for achieving high-performance quality improvement.
Adult
Text in English
188401545X [paperback]
94046379
Industrial management.
Quality control.
Improving service quality : achieving high performance in the public and private sectors / Michael E. Milakovich. - Delray Beach, Fla. : St. Lucie Press, c1995. - xx,258 pages : illustration (black and white) ; 24cm.
Includes bibliographical references and index.
Contents: 1. Introduction: the need for improved service quality -- 2. Applying total quality service concepts -- 3. From quality control to continous improvement -- 4. Encouraging total quality human resources: participation and training -- 5. Increasing quality and competitiveness -- 6. Monitoring process, cost, quality, and productivity -- 7. Managing quality in the public sector -- 8. Implementing continous quality healthcare improvement -- 9. Leadership for achieving high-performance quality improvement.
Adult
Text in English
188401545X [paperback]
94046379
Industrial management.
Quality control.