Author: Michael Milakovich
Publisher: CRC Press
ISBN: 9781884015458
Category : Business & Economics
Languages : en
Pages : 288
Get Book Here
Book Description
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.
Author: Roland T. Rust
Publisher: SAGE
ISBN: 0803949200
Category : Business & Economics
Languages : en
Pages : 201
Get Book Here
Book Description
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Author: Lloyd P. Provost
Publisher: John Wiley & Sons
ISBN: 1118085884
Category : Medical
Languages : en
Pages : 480
Get Book Here
Book Description
The Health Care Data Guide is designed to help students and professionals build a skill set specific to using data for improvement of health care processes and systems. Even experienced data users will find valuable resources among the tools and cases that enrich The Health Care Data Guide. Practical and step-by-step, this book spotlights statistical process control (SPC) and develops a philosophy, a strategy, and a set of methods for ongoing improvement to yield better outcomes. Provost and Murray reveal how to put SPC into practice for a wide range of applications including evaluating current process performance, searching for ideas for and determining evidence of improvement, and tracking and documenting sustainability of improvement. A comprehensive overview of graphical methods in SPC includes Shewhart charts, run charts, frequency plots, Pareto analysis, and scatter diagrams. Other topics include stratification and rational sub-grouping of data and methods to help predict performance of processes. Illustrative examples and case studies encourage users to evaluate their knowledge and skills interactively and provide opportunity to develop additional skills and confidence in displaying and interpreting data. Companion Web site: www.josseybass.com/go/provost
Author: Institute of Medicine
Publisher: National Academies Press
ISBN: 0309132967
Category : Medical
Languages : en
Pages : 359
Get Book Here
Book Description
Second in a series of publications from the Institute of Medicine's Quality of Health Care in America project Today's health care providers have more research findings and more technology available to them than ever before. Yet recent reports have raised serious doubts about the quality of health care in America. Crossing the Quality Chasm makes an urgent call for fundamental change to close the quality gap. This book recommends a sweeping redesign of the American health care system and provides overarching principles for specific direction for policymakers, health care leaders, clinicians, regulators, purchasers, and others. In this comprehensive volume the committee offers: A set of performance expectations for the 21st century health care system. A set of 10 new rules to guide patient-clinician relationships. A suggested organizing framework to better align the incentives inherent in payment and accountability with improvements in quality. Key steps to promote evidence-based practice and strengthen clinical information systems. Analyzing health care organizations as complex systems, Crossing the Quality Chasm also documents the causes of the quality gap, identifies current practices that impede quality care, and explores how systems approaches can be used to implement change.
Author: OECD
Publisher: OECD Publishing
ISBN: 9264805907
Category :
Languages : en
Pages : 447
Get Book Here
Book Description
This volume, developed by the Observatory together with OECD, provides an overall conceptual framework for understanding and applying strategies aimed at improving quality of care. Crucially, it summarizes available evidence on different quality strategies and provides recommendations for their implementation. This book is intended to help policy-makers to understand concepts of quality and to support them to evaluate single strategies and combinations of strategies.
Author: William O'Donohue
Publisher: Springer
ISBN: 3319262092
Category : Psychology
Languages : en
Pages : 333
Get Book Here
Book Description
This innovative volume presents a cogent case for quality improvement (QI) in behavioral healthcare as ethical practice, solid science, and good business. Divided between foundational concepts, key QI tools and methods, and emerging applications, it offers guidelines for raising care standards while addressing ongoing issues of treatment validity, staffing and training, costs and funding, and integration with medical systems. Expert contributors review the implications and potential of QI in diverse areas such as treatment of entrenched mental disorders, in correctional facilities, and within the professional context of the American Psychological Association. The insights, examples, and strategies featured will increase in value as behavioral health becomes more prominent in integrated care and vital to large-scale health goals. Included in the coverage: Behavioral health conditions: direct treatment costs and indirect social costs. /liliQuality improvement and clinical psychological science. · Process mapping to improve quality in behavioral health service delivery. · Checklists for quality improvement and evaluation in behavioral health. · Creating a quality improvement system for an integrated care program: the why, what, and how to measure. · Feedback Informed Treatment (FIT): improving the outcome of psychotherapy one person at a time. Quality Improvement i n Behavioral Healthcare gives health psychologists, public health professionals, and health administrators a real-world framework for maintaining quality services in a rapidly evolving health landscape.
Author: Christopher Pollitt
Publisher: SAGE Publications Limited
ISBN:
Category : Political Science
Languages : en
Pages : 216
Get Book Here
Book Description
Since the late 1980s, the quality of public services has been a major focus of attention for politicians, managers, and citizens. Unfortunately, most of the material available on how to achieve quality is either set in private sector contexts or confined to a single country. Now, for the first time, Pollitt and Bouckaert portray quality improvement as part of a broader managerial and political strategy, not a set of narrow technical issues. This pioneering volume provides an overview of concepts and methodologies involved in the management of quality improvements and, secondly, offers a set of case studies to illustrate how quality improvements have been achieved, drawing lessons from a spectrum of services in a range of countries. For managers, administrators, and professionals in public services, as well as for academics, consultants, and students of public management, organization studies, this book is a must.
Author: Wendy Leebov
Publisher: Jossey-Bass
ISBN: 9781556481109
Category : Health & Fitness
Languages : en
Pages : 0
Get Book Here
Book Description
A variety of tools--including self-tests, policy examples, worksheets, flow charts, skill-building modules for staff development, and sample tools for reward and recognition--demonstrate how to build and maintain an organizational culture of service quality improvement. The authors of this practical manual present the next important step in helping health care institutions align programs, departments, and cultural practices with their service mission.
Author: Valarie A. Zeithaml
Publisher: Simon and Schuster
ISBN: 1439137471
Category : Business & Economics
Languages : en
Pages : 185
Get Book Here
Book Description
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Author: Michael Milakovich
Publisher: CRC Press
ISBN: 1420031139
Category : Business & Economics
Languages : en
Pages : 427
Get Book Here
Book Description
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 su
