TY  - BOOK
AU  - Milakovich, Michael E.
TI  - Improving service quality: achieving high performance in the public and private sectors / 
SN  - 188401545X [paperback]
PY  - 1995///
CY  - Delray Beach, Fla.
PB  - St. Lucie Press
KW  -  Industrial management
KW  - Quality control
N1  - 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
ER  -