| 000 -LEADER |
|---|
| fixed length control field |
05154nam a2200361uu 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
352 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20231215162253.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
001010s1996 xx ||||g| |0|| 0 eng d |
| 090 ## - LOCALLY ASSIGNED LC-TYPE CALL NUMBER (OCLC); LOCAL CALL NUMBER (RLIN) |
|---|
| Classification number (OCLC) (R) ; Classification number, CALL (RLIN) (NR) |
2.16 |
| Local cutter number (OCLC) ; Book number/undivided call number, CALL (RLIN) |
K775q |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) |
|---|
| Koha Dewey Subclass [OBSOLETE] |
PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| 9 (RLIN) |
5653 |
| Personal name |
Koehler, Jerry W. |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Quality government : |
| Remainder of title |
designing, developing and implementing TQM |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Delray Beach, Florida : |
| Name of publisher, distributor, etc. |
St. Lucie, |
| Date of publication, distribution, etc. |
1996 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
281 p. |
| 505 80 - FORMATTED CONTENTS NOTE |
|---|
| Title |
Introduction |
| -- |
Putting the customer first |
| -- |
Managing government today |
| -- |
Changing the way we do business in government |
| -- |
What we learned |
| -- |
Purpose of this book |
| -- |
Foundations of total quality management |
| -- |
What is total quality management? |
| -- |
Deming and juran: the profits from america |
| -- |
The quality control handbook |
| -- |
Phil Crosby |
| -- |
Total quality management cornerstones |
| -- |
Total quality management beliefs |
| -- |
The principles of total quality management |
| -- |
Implementing total quality management |
| -- |
Designing a TQM high performance organization |
| -- |
Vision |
| -- |
Our TQM vision |
| -- |
TQM mission |
| -- |
TQM strategic plan |
| -- |
First six months |
| -- |
Second six months |
| -- |
Second year |
| -- |
Third year |
| -- |
Customer focus |
| -- |
Government customers |
| -- |
The trapped customers |
| -- |
Top down management mentality |
| -- |
Customer-driven decisions |
| -- |
We all work for customers |
| -- |
Government's No. 1 goal: to meet or exceed customer expectations |
| -- |
What about all the government customers who don't want government services? |
| -- |
The role of management |
| -- |
Empowerment |
| -- |
Knowing the external customer |
| -- |
Customer surveys are not enough |
| -- |
Example of a survey developed by front-line associates |
| -- |
Exceeding customer expectations |
| -- |
Developing the customer survey and improving the process |
| -- |
Data-driven improvement |
| -- |
Flowcharts |
| -- |
Cause-and-effect diagrams |
| -- |
Pareto charts |
| -- |
Histograms |
| -- |
Scatter diagrams |
| -- |
Run charts |
| -- |
Control chartas |
| -- |
Continual process improvement |
| -- |
Process management |
| -- |
Process defined |
| -- |
Process improvement |
| -- |
Scientific management versus process improvement |
| -- |
Becoming a process thinker |
| -- |
The process improvement sequence |
| -- |
Process improvement checklist |
| -- |
Process improvement teams |
| -- |
Working in process improvement teams |
| -- |
Definition of process improvement teams |
| -- |
Cross-functional teams and project teams |
| -- |
Empowering individuals |
| -- |
Empowering process improvement teams |
| -- |
Empowering process improvement teams |
| -- |
Process improvement team meetings |
| -- |
Quality meeting |
| -- |
Resolving conflist |
| -- |
Evaluating teams |
| -- |
Team presentations |
| -- |
Tracking teams |
| -- |
TQM action register |
| -- |
Process improvement guides |
| -- |
Team analysis |
| -- |
Leading total quality management |
| -- |
How tough are you? |
| -- |
Don't go it alone - get needed support |
| -- |
TQM leaders are believers |
| -- |
TQM leaders are change agents |
| -- |
What is TQM leadership? |
| -- |
Total quality management leadership traits |
| -- |
TQM leadership skills |
| -- |
TQM leadership behavior: what do TQM leaders do? |
| -- |
Leadership award criteria |
| -- |
How do TQM leaders effectively use power? |
| -- |
How can people and systems change?Transformational leadership |
| -- |
Communication, training and recognition |
| -- |
What is meant by "communicating quality" |
| -- |
TQM residual messages |
| -- |
Communication goal |
| -- |
Communication strategy |
| -- |
Quality awareness |
| -- |
Selecting a text and creating a booklet |
| -- |
The use of internal focus groups and surveys |
| -- |
The newsletter |
| -- |
The quality council |
| -- |
Departmental values |
| -- |
Value-signing day |
| -- |
Quality improvement training |
| -- |
Effective training leads to personal development |
| -- |
Investing in human capital |
| -- |
Moving away from the win-lose mentality |
| -- |
How does everyone become a winner? |
| -- |
TQM as a profession |
| -- |
Empowerment and teamwork produce self-motivated and self-directed learners |
| -- |
Trainers |
| -- |
Training and education: perceiving associates as customers |
| -- |
TQM trainers: change agents |
| -- |
Quality improvement recognition |
| -- |
The quality improvement recognition form |
| -- |
Leadership award |
| -- |
TQM division award |
| -- |
Criteria for division awards |
| -- |
Division quality councils |
| -- |
Best of the best |
| -- |
Articles written by associates |
| -- |
Graphically displaying data |
| -- |
Celebrations with the TQM band |
| -- |
There's no ceiling on recognition |
| -- |
Performance management |
| -- |
Annual performance evaluations |
| -- |
Personal agendas |
| -- |
Working in teams |
| -- |
Back to reality |
| -- |
Standardperformance appraisals |
| -- |
TQM performance expectations |
| -- |
Performance assessment(behavioral observations) |
| -- |
Performance development |
| -- |
Performance goal setting |
| -- |
Action planning |
| -- |
Action |
| -- |
Reinforcement |
| -- |
Selection process |
| -- |
Implementing total quality management |
| -- |
How to maintain sanity |
| -- |
TQM vision |
| -- |
Our goal |
| -- |
Change strategy |
| -- |
Phases in implementing total quality management - part 1 |
| -- |
Implementation of TQM - part 2 |
| -- |
Organization assessment and sustaining TQM |
| -- |
Internal observations |
| -- |
The president's quality award program |
| -- |
Sterling award application |
| -- |
Sustaining TQM initiatives |
| 590 ## - LOCAL NOTE (RLIN) |
|---|
| Local note |
(Macro)Desempenho |
| 590 ## - LOCAL NOTE (RLIN) |
|---|
| Local note |
Governo |
| 590 ## - LOCAL NOTE (RLIN) |
|---|
| Local note |
Consumidor |
| 590 ## - LOCAL NOTE (RLIN) |
|---|
| Local note |
(Notas)Clientes |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Qualidade Total |
| 9 (RLIN) |
13039 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Usuário |
| 9 (RLIN) |
13163 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Serviço Público |
| 9 (RLIN) |
12780 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Gerenciamneto por Melhorias |
| 9 (RLIN) |
13164 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Administração Científica |
| 9 (RLIN) |
12119 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Gestão de Conflitos |
| 9 (RLIN) |
13007 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Desenvolvimento Organizacional |
| 9 (RLIN) |
12229 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Controle de Qualidade |
| 9 (RLIN) |
12058 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| 9 (RLIN) |
13165 |
| Personal name |
Pankowski, Joseph M. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Livro Geral |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20001010 |
| Operator's initials, OID (RLIN) |
Elda |
| Cataloger's initials, CIN (RLIN) |
Elda |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20160310 |
| Operator's initials, OID (RLIN) |
1044^b |
| Cataloger's initials, CIN (RLIN) |
Larissa |
