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Making TQM Work: Quality Tools for Human Service Organizations

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Within the last decade Total Quality Management (TQM) has been adopted by a broad range of service organizations. It is one of few management models that has successfully served both corporate productivity and effective human services delivery. This concise, practical course of experiential exercises brings proven TQM tools into service for future human services administrators.. "This book is designed to complement the theory base introduced in Gunther and Hawkin's textbook, Total Quality Management in Human ...
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Overview

Within the last decade Total Quality Management (TQM) has been adopted by a broad range of service organizations. It is one of few management models that has successfully served both corporate productivity and effective human services delivery. This concise, practical course of experiential exercises brings proven TQM tools into service for future human services administrators.. "This book is designed to complement the theory base introduced in Gunther and Hawkin's textbook, Total Quality Management in Human Service Organizations. The authors illustrate financial management tools, employee empowerment tools, benchmarking tools, and others in a service-specific organization context.

"...a book of experiential exercises written to enhance the knowledge and skill base of human service managers of the various tools used in total quality management."

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Editorial Reviews

Booknews
This textbook and the accompanying experiential exercises were written to enhance the knowledge and skill base of human service managers of the various tools used in total quality management (TQM). With a focus upon the application and implementation of TQM tools, topics include building quality in the workplace, TQM and quality tools, planning for continuous quality improvement, team building, group interaction tools and Pareto analysis, problem identification and analysis, work process improvement, financial management, benchmarking, and charting the future. Annotation c. Book News, Inc., Portland, OR (booknew.com)
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Product Details

  • ISBN-13: 9780826111876
  • Publisher: Springer Publishing Company, Incorporated
  • Publication date: 1/1/1999
  • Series: Social Work Series
  • Edition number: 1
  • Pages: 129
  • Product dimensions: 6.06 (w) x 8.98 (h) x 0.32 (d)

Table of Contents

Foreword
Preface
Acknowledgments
1 Old Problems - New Solutions: Building Quality in the Workplace 1
2 Making TQM Work: TQM and Quality Tools 7
3 Training: Tools in Planning For Continuous Quality Improvement 17
4 Team Building: TQM Development and Employee Empowerment Tools 32
5 Group Interaction Tools and Pareto Analysis 45
6 Problem Identification and Problem Analysis Tools 55
7 Work Process Improvement Tools 67
8 Financial Management Tools 76
9 Benchmarking 88
10 Charting the Future 98
App. A Central Management Tenets of Crosby, Deming, and Juran 109
App. B TQM Index of Implementation 112
App. C TQM in Human Service Organizations: A Guide to Implementation 117
Feedback Survey 121
Index 123
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