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TQM and the Social Services
Jean Kantambu Latting
Dimensions of TQM Practice
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Abilene Paradox achieve administrative approach assessment benchmark characteristic Classics of organizational client customers commitment customer quality customer satisfaction Deming Deming's diagram Dimensions of TQM Edwards Deming effective effort employees evaluation process example expectations external customers goals human service organizations human services agencies Human services managers identify implementing TQM important individual involved issues leaders leadership managerial meeting masters ment Middle Line nizational Operating Core orga organization's organizational behavior organizational culture outcomes Pareto chart participation performance appraisal performance evaluation instrument person personnel problems quality preferences relationship responsibility role run chart scale scatter diagram service delivery skills Social Agency Management social service agency social workers staff stakeholders statistical process control Step Strategic Apex Study supervisor techniques tion tomers Total Quality Management TQM in Social TQM Practice York