Total quality management in human service organizations

Author(s)

• Martin, Lawrence L.

Bibliographic Information

Total quality management in human service organizations

Lawrence L. Martin

（Sage human services guides, v. 67）

Sage Publications, c1993

• :hard
• :pbk.

Note

"Published in cooperation with the University of Michigan School of Social Work."

Includes bibliographical references (p. 104-107)

Description and Table of Contents

Description

Now that business, government, and other fields are embracing Total Quality Management (TQM) as their management philosphy, TQM may also hold the solution for problems that exist in human services organizations today. After a brief history of TQM, the author discusses the philosophy of management, quality as an organizational goal, the challenges of determining an organization's customers, and collecting and using customer quality data. He also describes how to achieve quality improvement through teamwork and shows how to use brainstorming, cause and effect diagrams, check sheets, and pareto analysis. Among the other topics examined are contractor involvement, training top management personnel, training middle managers and staff, and selecting an implementation strategy. All the examples used in this volume are drawn from the fields of public administration, gerontology, public health, and management of nonprofit organizations. Total Quality Management in Human Service Organizations is a good "backgrounder" for human service administrators and organizations prior to undergoing a more detailed agency discussion of, or training in, TQM. It is also of great value to students and faculty in social work administration programs who are interested in the basics of TQM.

Table of Contents

Quality Management The New Managerial Wave What is Total Quality Management (TQM)? TQM as a Philosophy of Management Quality as an Organizational Goal Collecting and Using Customer Quality Data Understanding and Controlling Variation Continuous Quality Improvement Through Teamwork Top Management Commitment Contractor Involvement A Plan for Implementing TQM

by "Nielsen BookData"

Details

• NCID: BA21602297
• ISBN:
  • 0803949499
  • 0803949502
• LCCN: 93002580
• Country Code: us
• Title Language Code: eng
• Text Language Code: eng
• Place of Publication: Newbury Park, Calif.
• Pages/Volumes: ix, 109 p.
• Size: 23 cm
• Classification:
  • LCC : HV95
  • DC20 : 361/.0068/5
• Subject Headings:
  • LCSH : Human services -- United States -- Management
  • LCSH : Total quality management -- United States
• Parent Bibliography ID:
  • BA01017385