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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.

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CHOICE Review

Milakovich (Univ. of Miami) examines the application of total quality management (TQM) to public and private sector service providers, including public utilities, health care, government, education, insurance, and construction. Beginning with an introduction to the total quality management concept, the author explores TQM principles and government competitiveness, human resource management in a TQM environment, the costs of TQM, the politics of TQM in the public service sector, and the application of TQM principles to the national health care industry. The writing style assumes some knowledge of the subject matter, but even the neophyte should be able to comprehend the discussion. Excellent use is made of graphics, tabulations, and case studies. Appendixes include "The Eternally Successful Organization Grid"; "Deming's Fourteen Points"; "Crosby's Fourteen Steps"; and the "Malcolm Baldridge Award Criteria." Extensive bibliography. A useful addition to the growing literature on TQM. Upper-division undergraduate through professional. S. R. Kahn; University of Cincinnati