Total Quality Management in the Social Services: Theory and PracticeProfessional Development Program of Rockefeller College, 1995 - Social work administration - 342 pages |
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Contents
Jean Kantambu Latting | 33 |
Dimensions of TQM Practice | 57 |
J R Seaman | 89 |
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Abilene Paradox achieve 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 example expectations external customers feasibility of TQM Go to Step 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 orientation 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 Strategic Apex Study tion tomers Total Quality Management TQM IN SOCIAL TQM PRACTICE York