Quality and excellence in human services

목차 (Table of Contents)

• CONTENTS
• Series Preface = xi
• Chapter 1 Introduction to quality and excellence = 1
• Quality in human services = 1
• The aim and scope of this book = 4
• The organisation of this book = 5
• Chapter 2 The search for quality and excellence in industry = 7
• Defining quality and excellence = 7
• A historical perspective on quality and excellence = 10
• Approaches to quality in industry = 11
• Approaches to quality―the message of the quality "gurus" = 13
• Quality in service industries = 16
• Defining a service industry = 17
• Specifying quality in service industries = 20
• The dimensions of service quality and customer satisfaction = 21
• Other approaches to defining service quality = 25
• Service quality = 27
• Conclusions = 28
• Chapter 3 Quality and excellence in human services = 31
• Issues in human services = 31
• Defining human services = 31
• The influence of values = 32
• Sources of finance = 33
• The heterogeneity of human services = 33
• The issue of choice = 34
• Human services as service industries = 35
• Human service values = 37
• The influence of values on quality = 42
• Models of quality in human services = 44
• Defining quality in health care services = 44
• Components of quality health care services = 46
• Chapter 4: Quality assurance = 53
• Quality assurance and control techniques = 53
• The tools and techniques of quality control = 55
• Conclusions = 64
• Developing a quality management system―BS5750／ISO9000 = 65
• Advantages and disadvantages of BS5750／ISO9000 = 70
• Total quality management = 74
• Defining TQM = 74
• The essential aspects of TQM―attitudes and values = 77
• Towards a framework for total quality―two models = 79
• Implementing TQM and reasons for its failure = 84
• Conclusion = 86
• Chapter 5 Tools and techniques of human service quality 1: Statistical approaches, monitoring and audit = 87
• Introduction = 87
• Statistical approaches, monitoring and audit = 89
• Performance indicators = 90
• Standard setting and monitoring = 93
• Auditing human services―the case of clinical audit = 99
• Chapter 6 Tools and techniques of human service quality 2: Inspection, accreditation and service evaluation = 107
• The role of external agencies = 107
• Inspecting the system and its components = 108
• Accreditation schemes = 111
• Accreditation in action―the ACDD = 112
• Organisational audit = 113
• Human services evaluation = 116
• Defining evaluation = 116
• Evaluation approaches = 117
• The process of evaluation = 121
• The uses of evaluation in human services = 128
• Chapter 7 Tools and techniques of human service quality 3: Involving workers and consumers: quality circles and consumer views = 131
• Involving people: Quality circles in human services = 131
• Consumer views on human services = 135
• Consumer views on health care = 139
• Consumer views on mental health services = 141
• Consumer views on learning disability services = 143
• Conclusion = 145
• Chapter 8 Quality systems in human services = 147
• Quality assurance = 148
• Quality assurance in mental health = 148
• Quality assurance in health services = 150
• Quality assurance systems in learning disability services = 153
• BS5750／ISO9000 and human services = 157
• Total quality management in human services = 160
• TQM in health care = 161
• Problems of TQM in human services = 164
• TQM in mental health = 167
• TQM―a possible further model for the therapeutic professions = 170
• The elements of a total approach to quality in the therapeutic professions = 174
• Chapter 9 Epilogue: In pursuit of quality and excellence in human services = 177
• Issues concerning quality = 177
• Values and quality = 178
• Money and quality = 179
• Systems and quality = 181
• People and quality = 182
• The quality of life = 183
• References = 187
• Index = 201