Koehler, Jerry W.  <br/><br/>
Quality government :  designing, developing and implementing TQM 

 - Delray Beach, Florida :  St. Lucie,  1996 
 - 281 p. 
<br/><br/> 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 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Qualidade Total<br/>Usuário<br/>Serviço Público<br/>Gerenciamneto por Melhorias<br/>Administração Científica<br/>Gestão de Conflitos<br/>Desenvolvimento Organizacional<br/>Controle de Qualidade