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Improving Service Quality
Organizations are struggling to improve customer-focused quality in today's highly competitive domestic and global markets. Better design, implementation, and daily management of quality improvement strategies is essential for survival. Quality improvement principles, when thoughtfully applied and appropriately modified to meet all types of customer demands, are a sound means to respond to changing markets. However, when various quality and productivity theories and methods are applied without changing the organizational culture, it is very difficult to consistently deliver quality results. This important new book focuses on quality improvement methods for high performance in public and priv...
Digital Governance
The application of digital information and communication technologies (ICTs) to reform governmental structures, politics, and public administration is widely and perhaps naively viewed as the twenty-first century "savior," the enlightened way to reinvigorate democracy and improve the quality of citizen services. In this timely and thorough analysis, Michael Milakovich examines the assumptions underlying the ‘e-government revolution’ in light of the financial exigencies facing many commercial enterprises, governments and other organizations. Computer-driven information and communications technologies are impacting all aspects of public sector service delivery worldwide and many government...
Improving Service Quality in the Global Economy
Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su
Digital Governance
The application of digital information and communication technologies (ICTs) to reform governmental structures and public service is widely and perhaps naively viewed as the 21st century "savior", the enlightened way to reinvigorate democracy, reduce costs, and improve the quality of public services. This book examines the transition from e-government to digital governance in light of the financial exigencies and political controversies facing many governments. The chapters concentrate on strategies for public sector organizational transformation and policies for improved and measurable government performance in the current contentious political environment. This fully updated second edition...
Handbook of Public Quality Management
Exploring a variety of methods for improving the economic performance of organizations, this multidisciplinary text covers macro- and micro-perspectives while considering strategic planning, systematic process analysis, leadership studies, group dynamics, and human motivation theories. It highlights "quality of relationships" as a guiding principle within the framework of public administration and stresses customer, client, and stakeholder satisfaction. With over 1000 literature references, tables, drawings, and equations, and appendices of laws and regulations, the book responds to the mandate for high performance and increased productivity.
Digital Learning
Today quality of education hinges less on mode of instruction or institutional reputation than on the commitment of individual administrators and instructors to understand and apply digital learning. Digital Learning reveals the technologies behind successful implementation of online learning and teaching, and introduces the most important concepts and relationships in plain language. Readers are also provided with a glossary of key terms and a selection of resources.
Administrative Law
In this new edition, author Steven J. Cann once again enlivens the topic of United States administrative law through the use of recent and "classic" legal cases to make it accessible and interesting to students. Administrative Law, Fourth Edition is an engaging casebook that presents a unique problem-solving framework that contrasts democracy with the administrative state. This novel approach places the often complex subject matter of U.S. administrative law into a more comprehensible context. The Fourth Edition has been completely updated and revised and includes many new cases to reflect changes in the law since the year 2000. Each chapter begins with an interesting case that introduces ke...
How COVID-19 is Accelerating the Digital Revolution
This book explores how digital technologies have proved to be a useful and necessary tool to help ensure that local and regional governments on the frontline of the emergency can continue to provide essential public services during the COVID-19 crisis. Indeed, as the demand for digital technologies grows, local and regional governments are increasingly committed to improving the lives of their citizens under the principles of privacy, freedom of expression and democracy. The Digital Revolution began between the late 1950s and 1970s and represents the evolution of technology from the mechanical and analog to the digital. The advent of digital technology has also changed how humans communicate...
Lockdown America
Why is criminal justice so central to American politics? Lockdown America notonly documents the horrors and absurdities of militarized policing,prisons, a fortified border, and the federalization of the war oncrime, it also explains the political and economic history behind themassive crackdown. This updated edition includes an afterword on the War on Terror, a meditation on surveillance and the specter of terrorism as they help reanimate the criminal justice attack. Written in vivid prose, Lockdown America willpropel readers toward a deeper understanding of the links between crimeand politics in a period of gathering economic crisis.
