This authoritative, crisply written book outlines Zenger-Miller/Achieve's Service/Quality System that is used in dozens of public and private sector companies. At the heart of the book are 12 key service/quality improvement areas--or cylinders--that show how to signal commitment, listen to internal/external customers, improve processes, realign systems, and more.

Firing on All Cylinders is based on the experiences of hundreds of public sector and business organizations improving their service/quality to master a rapidly changing world. This book brings together three organizational performance fields that have, until now, been distinct and separate. These are: 1. Customer Service - developing high perceived value and responsiveness 2. Quality Improvement - reducing defects and mistakes while increasing productivity through improved process and system control 3. Organization Development - building leadership skills and sustaining cultural change

Pathways to Performance is loaded with hundreds of practical how-to points ("Pathways and Pitfalls") in two parallel paths - strategies for team or organization improvement along with their complementary techniques for personal transformation. Topics include: * Wandering Off the Improvement Trail: The Deadly Dozen Failure Factors * The High-Performance Balance: Managing Things, Leading People * Self Leadership: It All Starts With You * The Big Picture: A Map to Improvement Pathways and Passages * Focus and Context: Vision, Values, and Purpose * Innovation and Organizational Learning * Establishing Goals and Priorities, Getting Organized, and Managing Time * Improvement Planning and Implementation * Change Checkpoints and Improvement Milestones Pathways to Performance blends personal and professional experiences with extensive research, insightful quotations, dollops of humor, and simple conceptual models. This easy-to-read, comprehensive book shows you how to improve yourself in step with the changes you're making to your team or organization - propelling you and your organization down the path of truly effective improvement.

Total Quality Management (TQM) is a business philosophy that yields customer satisfaction and continuous process improvement. This new reference and workbook embraces the TQM revolution and explains to readers how TQM principles are applied to safety and health programs. The text also focuses on the ISO-9000 Quality Program, Voluntary Protection Program, and Process Safety Management. For each of these topics, the key principles are identified and described, and the quality principles are adapted to safety.

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.

Four years have been passed away since the first edition of this book has been published. While certain key issues on IS sourcing like determinants and application service provision have become more mature from an academic and industry perspective, additional topics have arisen on the horizon. In particular, offshoring and business process outsourcing have led to numerous insightful publications which offer a valuable and indispensable holistic sourcing persp- tive. Thus, the second edition of our outsourcing book deals with enduring themes, new perspectives, and global challenges. In addition to classical themes like Sourcing Determinants (Part I), Relationship Aspects (Part II), and Experiences (Part III), we felt it worthwhile to add three new parts. They cover information systems outsourcing from a Vendor and Individual Perspective (Part IV), Application Service Providing (Part V) as well as Offshoring and Global Outsoucing (Part VI). Again we have thoughtfully tried to arrange a compilation of contemporary outsourcing research as a primer and a platform for scientific discourse. In contrast to the first edition, this book is not the outcome of an International Conference, but rather an update of important and relevant perspectives. Since the Third International Conference on Outsourcing of Information Services will take place 2007 in Heidelberg, Germany, it may be considered as an epilogue for further interactions and discussions.