Total Quality Management In The Public Eye
Did you know that over half of all quality
improvement projects fail due to faulty implementation and inconsistent
actions? If you are currently involved in efforts to improve the
quality of service you give to the public, or if you have an interest in
learning how to make TQM approaches work in government, you won't want
to miss our new book -- Total Quality Management
In The Public Eye.
In a follow-up companion to In The Public Eye -
Managing In The Public Eye, we provide you with ideas, practical ideas,
and thought-provoking articles on how to implement Total Quality Management,
so that you increase the chances of real success.
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Inside this 130 page book, you will find 35+ articles arranged by
themes:
. An Overview of Quality
. Focusing On The Customer
. Leading To Quality
. Process & Techniques
Learn about the most common quality improvement pitfalls, and how
to avoid them. Find out how to get in touch with your customers and employees,
and the key elements to leading an organization to continuous improvement
and overcome staff cynicism.
The Best Part
. written for the Canadian context but applicable anywhere.
. all articles relate to the public sector/government context
. articles are short, readable and to the point.
. articles can be reproduced at no cost for distribution
to colleagues and staff
Format
The book is 8.5" x 11" and is cerlox bound so that it lies
flat. Covers are laminated for increased durability. While we focus on
content more than slickness, this format is easy to read. We think that
you will find the articles short and to the point, and practical.
Our Guarantee
We are so confident that you will find the information useful, we
provide a money-back guarantee that means something. Order your copy, and
we will invoice you along with the book. Examine your copy for seven days
before you process the invoice. If you do not find it satisfactory, simply
return your copy (with invoice). It's that simple.
Now, for a more detailed summary of contents, please take a look
below.
TABLE OF CONTENTS
Preface: Keynote Articles
1. About This Book
2. The Status of Quality Improvement In Canadian Government
Chapter I: An Overview of Quality
3. TQM - What Is It? (Click to read)
4. Deming's Fourteen Points
5. TQM As Organizational Change (Click to read)
6. Why TQM Fails
7. Where TQM & Quality Clash (Click to read)
8. Key Players In The Quality Quest (And Their Roles)
9. What Is Zero Defects
Chapter II:Focusing On The Customer
10. Are Government Customers Really Customers
(Click to read)
11. The Customer Connection
12. Defining Your Organization's Clients & Customers
13. Gathering Customer Satisfaction Data -- Every Staff Member A Researcher
14. Measuring Client Satisfaction
15. Recovery - What Do You When Things Get Screwed Up
16. An Example of Stellar Recovery
17. Moments of Truth
18. Understanding Hostile Customers
Chapter III: Leading To Quality
19. Are YOU The Barrier To Quality Improvement
20. Little-Bitty Quality Steps
21. Recognizing Performance
22. The Curse of Compromise
23. Assessing Quality Readiness
24. Getting In Touch With Employees
25. Producing Hassle-Hunters
Chapter IV: Process & Techniques
26. Cause-Effect Identification
27. Learning Games Quality Organizations Play
28. Rework In Government/Rework Reduction Program
29. Avoid The Perverted Inverted Pyramid
30. Getting The Competitive Mind-Set
31. The Learning Road To Quality Improvement
32. Improving Cost Effectiveness - Where Regulation Meets Service
33. Process Improvement - Ten Impact Points
34. Restructuring For Quality Service
35. Quality Improvement Vs. Cost Cutting Part I
36. Quality Improvement Vs. Cost Cutting- art II - Focus On Results
Chapter V: Wrapping Up
37. Quality Success Stories In Government
38. Where Does Quality Improvement In Government Go From Here?
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