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A study of quality-managed human service organizations
Abstract
This research reports on a study of 41 human services organizations (HSOs) that are consciously attempting to implement a total quality management approach to agency administration. After a brief introduction to the principles of total quality management (TQM), an estimate of the extent of utilization of this approach, inferred from the sample, is made. The agencies in the study sample are described in terms of characteristics that typify the quality-managed organization, with attention given to differences in degree of implementation. The impact of TQM on such variables as client satisfaction, customer complaints, and employee morale is reported. Several bivariate relationships are presented as possible directions for future research. (Journal abstract, edited.)
in Social Work Abstracts 1977-2007/06.
Journal
(1998)
vol22
no2
pages41-56
Categories
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Financial Management
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Managing
