Total Quality Management (TQM) is shaping the management of the 1990s. This book is the first to present TQM concepts with social service administrators in mind. With examples drawn from public administration, gerontology, public health and non-profit-making organizations, the book provides sound background information on TQM for practitioners.As was the case with the internal customer satisfaction survey questionnaire discussed earlier, the inclusion of an overall satisfaction question is done so that subsequent statistical analysis can tell which quality dimensions have the mostanbsp;...
|Title||:||Total Quality Management in Human Service Organizations|
|Author||:||Lawrence L. Martin|
|Publisher||:||SAGE Publications - 1993-09-10|