Organizational Turnarounds: Service Quality Revitalization


Czubaj, Norman; Voehl, Frank   (1999, ASQ)   County of Summit Board of Mental Retardation and Developmental Disabilities, Tallmadge, OH; Florida International University, Miami, FL

Service Quality Conference, St. Pete Beach, FL    Vol. 8    No. 0
QICID: 18816    September 1999    pp. 1-19
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Article Abstract

Theories of organizational development can help social services management become more oriented toward creativity, innovation, and service quality. At the Board of Mental Retardation and Developmental Disabilities (MRDD), the Service Quality System (SQS) seeks to meet customer needs consistently and achieve broad and continuous improvement. Achieving their vision requires continual training, business improvements, project management, management style and cultural change, and effective communications. Implementation of the SQS is directed by a senior leadership team designing and pursuing a long term master plan, with input from all. An agency - wide assessment was made following Baldrige quality standards, providing a baseline for future reference, and pointing out current advantages and challenges. Staff teams were trained in quality tools and techniques, and, over two years, the entire agency evolved to do business in a new way with a new focus and methods.


Case study,Continuous improvement (CI),Customer satisfaction (CS),Quality system,Quality management (QM),Quality plan,Leadership

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