Moore, Stephen T.
Quality now moving human services organizations toward a consumer orientation to service quality / [electronic resource] : Stephen T. Moore, Michael J. Kelly. - pp. 33-40.
Social services organizations can benefit from insights provided by the quality management literature. These insights include useful tools for moving toward a consumer orientation to service quality. Application of quality management principles in human services requires an understanding of the service encounter from the customer perspective. Quality management involves more than the implementation of specific management techniques. It involves a commitment to consumers and the creation of an organizational culture that puts quality first.
Mode of access: Internet.
consumers, human services, quality, service, total quality management
Quality now moving human services organizations toward a consumer orientation to service quality / [electronic resource] : Stephen T. Moore, Michael J. Kelly. - pp. 33-40.
Social services organizations can benefit from insights provided by the quality management literature. These insights include useful tools for moving toward a consumer orientation to service quality. Application of quality management principles in human services requires an understanding of the service encounter from the customer perspective. Quality management involves more than the implementation of specific management techniques. It involves a commitment to consumers and the creation of an organizational culture that puts quality first.
Mode of access: Internet.
consumers, human services, quality, service, total quality management
Hong Kong Nang Yan College of Higher Education
Lee Yan Fong Library
325-329 Lai Chi Kok Road, Shamshuipo, Kowloon, HONG KONG
Lee Yan Fong Library
325-329 Lai Chi Kok Road, Shamshuipo, Kowloon, HONG KONG