This practical guide to recently developed management principles takes the reader beyond the basics of Total Quality Management to the underlying core concepts. The book provides a basic reference and field guide for social and mental health service organizations that are interested in learning about and applying sound management principles. In addition to theory, it presents procedures for putting quality practices in place, illustrates points with examples from the field, and includes a complete case study to help organizations learn the quality improvement team process.
Why Perfomance Improvement?
Who Are Our Customers?
Identifying Customer Requirements
Charting a Course for the Organization
Leading Change in the Organizational Culture
Measuring Organizational Performance
Constructing the Infrastructure for Organizational Improvement
Intergrating the Tools and Techniques of Performance Improvement
References and Resources