Quality And Excellence In Human Services
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| Author | : Paul Dickens |
| Publisher | : |
| Total Pages | : 228 |
| Release | : 1994-05-10 |
| Genre | : Business & Economics |
| ISBN | : |
A comprehensive treatment concerned with the topical issue of quality assessment and management psychology. Develops the issue of quality by examining work done in industry and services then applies this work to clinical psychology. Covers such related topics as outcome measures, clinical audit, patient satisfaction and the concept of quality of life. Examples are drawn from a wide range of clincial psychology situations and health care settings.
| Author | : Peter M. Kettner |
| Publisher | : Addison-Wesley Longman |
| Total Pages | : 410 |
| Release | : 2002 |
| Genre | : Business & Economics |
| ISBN | : |
This book attempts to create an integrated model for management and administrative practice in the management of human service organizations. The book presents a theoretical foundation for human services management and identifies the major roles and responsibilities of the manager/administrator.To date, management books have identified problems in organizational functioning and described how systems should work. This book goes beyond description. First, it identifies themes that serve as guidelines to insure internal consistency within the organization. Then it proposes what managers need to do to put their organizations back on track toward excellence. The overall emphasis is on how to get employees to perform at their optimum levels to insure organizational efficiency, effectiveness, quality and productivity.For people in Human Services Management and Social Work Administration/ Management.
| Author | : Sandra L Furterer |
| Publisher | : Quality Press |
| Total Pages | : 555 |
| Release | : 2021-01-25 |
| Genre | : Business & Economics |
| ISBN | : 1951058070 |
This handbook is a comprehensive reference designed to help professionals address organizational issues from the application of the basic principles of management to the development of strategies needed to deal with today’s technological and societal concerns. The fifth edition of the ASQ Certified Manager of Quality/Organizational Excellence Handbook (CMQ/OE) has undergone some significant content changes in order to provide more clarity regarding the items in the body of knowledge (BoK). Examples have been updated to reflect more current perspectives, and new topics introduced in the most recent BoK are included as well. This handbook addresses: • Historical perspectives relating to the continued improvement of specific aspects of quality management • Key principles, concepts, and terminology • Benefits associated with the application of key concepts and quality management principles • Best practices describing recognized approaches for good quality management • Barriers to success, common problems you may encounter, and reasons why some quality initiatives fail • Guidance for preparation to take the CMQ/OE examination A well-organized reference, this handbook will certainly help individuals prepare for the ASQ CMQ/OE exam. It also serves as a practical, day-to-day guide for any professional facing various quality management challenges.
| Author | : Nancy Summers |
| Publisher | : John Wiley & Sons |
| Total Pages | : 260 |
| Release | : 2011-02-17 |
| Genre | : Political Science |
| ISBN | : 1118089510 |
An essential guide for those charged with supervision of nonclinical staffin programs, agencies, and units within social service organizations "As someone who has worked in social service agencies, consulted with hundreds of them, and who teaches social service professionals, Ms. Summers knows the issues faced by agencies firsthand. From this experience she has compiled a thoughtful and well-organized text that identifies the principles of effective supervision." —Samuel Knapp, EdD Director of Professional Affairs, Pennsylvania Psychological Association From the Foreword The care of patients and clients of social service agencies is increasingly being performed by paraprofessionals or professionals with little experience. While there are many books written about giving quality clinical supervision, there is very little on supervising the least experienced frontline nonclinical and clinical staff to teach and promote positive and effective interaction with clients, and provide staff support and training that elevates quality care, improves job satisfaction, and minimizes staff turnover. Based on author Nancy Summers' many years of working with troubled social service agencies, Managing Social Service Staff for Excellence: Five Keys to Exceptional Supervision fills this need and offers numerous ideas for securing the best care for those served by social service agencies. Common problems faced by agencies are examined with regard to employee behavior and wellness, including staff teamwork, how to build healthy staff/client relationships, and the identification and prevention of routine disrespect of clients and their needs. Diagnostic techniques are presented for identifying these problems, as well as remedies and prevention programs that can be put in place without great expense. Filled with interviews and numerous case examples, Managing Social Service Staff for Excellence offers a step-by-step process for: creating good preventive measures to counteract negative practices that can occur; developing robust commitment and enthusiasm; and getting back on the right track after unfortunate incidents have taken place.
| Author | : Michelle E. Martin |
| Publisher | : Pearson |
| Total Pages | : 0 |
| Release | : 2014 |
| Genre | : Human services |
| ISBN | : 9780205848058 |
Provides readers with an understanding of the Human Services Profession. Introduction to Human Services: Through the Eyes of Practice Settings, 3/e explores human services through the lens of the most common practice settings where human service professionals work. This title also provides information about social problems within a socio-political context allowing readers to think about ways in which culture and ideology influence people's perspectives. Standards for Excellence series -- Each chapter highlights the national standards set by the Council for Standards in Human Service Education (CSHSE). Critical thinking questions throughout reinforces this integration. Learning Goals Upon completing this book, readers will be able to: Understand the issues pertinent to human services from new perspectives. Challenge the status quo of human services. Recognize their own stereotypical thinking that may create barriers to becoming effective helpers.
| Author | : Deborah Harley-McClaskey |
| Publisher | : SAGE Publications |
| Total Pages | : 412 |
| Release | : 2015-12-24 |
| Genre | : Social Science |
| ISBN | : 1483393127 |
Developing Human Service Leaders is an empowering text for human services students that covers the skills and behaviors essential for leaders to manage themselves, their teams, and the organization. Using a unique coaching voice, author Deborah Harley-McClaskey follows a Reflection–Diagnosis–Prescription approach for leadership development with exercises built into the dialogue. The final chapter, Prognosis, offers a workbook-style exercise to help students make a personal change.
| Author | : Edward Lawler |
| Publisher | : Stanford University Press |
| Total Pages | : 183 |
| Release | : 2009-05-04 |
| Genre | : Business & Economics |
| ISBN | : 0804760918 |
This book analyzes how HR organizations operate and what makes them effective, outlining how they need to change.
| Author | : Samuel T. Gladding |
| Publisher | : Pearson |
| Total Pages | : 0 |
| Release | : 2015 |
| Genre | : Counseling |
| ISBN | : 9780205899210 |
NOTE: Used books, rentals, and purchases made outside of Pearson If purchasing or renting from companies other than Pearson, the access codes for the Enhanced Pearson eText may not be included, may be incorrect, or may be previously redeemed. Check with the seller before completing your purchase. This package includes the Enhanced Pearson eText and the bound book Provides students with the tools to apply counseling theories to relationships. Counseling Theories for Human Services Practitioners: Essential Concepts and Applications covers the major theories in counseling used in helping relationships today. This title explores counseling theories, how they develop, and how they influence perceptions and treatment of people. Each theory is applied to a single case history, showing the emphases and outcomes expected in this case. As part of the Standards for Excellence Series, this title assists students in associating CSHSE's National Standards to all levels of human service practice. Improve mastery and retention with the Enhanced Pearson eText The Enhanced Pearson eText provides a rich, interactive learning environment designed to improve student mastery of content. The Enhanced Pearson eText is: Engaging. The new interactive, multimedia learning features were developed by the authors and other subject-matter experts to deepen and enrich the learning experience. Convenient. Enjoy instant online access from your computer or download the Pearson eText App to read on or offline on your iPad® and Android® tablet.* Affordable. Experience the advantages of the Enhanced Pearson eText along with all the benefits of print for 40% to 50% less than a print bound book. *The Pearson eText App is available on Google Play and in the App Store. It requires Android OS 3.1-4, a 7" or 10" tablet, or iPad iOS 5.0 or later. 0133884759 / 9780133884753 Counseling Theories for Human Services Practitioners: Essential Concepts and Applications with Pearson eText -- Access Card Package Package consists of: 0205899218 / 9780205899210 Counseling Theories for Human Services Practitioners: Essential Concepts and Applications 0205899315 / 9780205899319 Counseling Theories for Human Services Practioners: Essential Concepts and Applications, Pearson eText -- Access Card
| Author | : Dennis Snow |
| Publisher | : John Wiley & Sons |
| Total Pages | : 261 |
| Release | : 2009-11-16 |
| Genre | : Business & Economics |
| ISBN | : 0470503807 |
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
| Author | : Myron D. Fottler |
| Publisher | : Ache Management Series |
| Total Pages | : 0 |
| Release | : 2010 |
| Genre | : Clinical competence |
| ISBN | : 9781567933277 |
Information about customer service hits and misses is now more accessible to healthcare consumers. Outstanding healthcare organizations set the bar at a high level for both clinical and service excellence. Customers who are armed with information and aware of their options are choosing providers they believe are ready, willing, and able to provide the superior experience they expect. This book offers a blueprint for successfully competing in today's competitive healthcare marketplace. It presents the theories, methods, and techniques behind delivering an excellent healthcare experience through strategy, staffing, and systems. Each chapter explores a service principle and provides numerous real-world examples and current research findings. Among the many topics discussed are creating a patient-centered environment; building a culture in which customers are treated like guests; training, motivating, and empowering staff; measuring service quality; managing service waits; and recovering from a service failure. This second edition has been completely updated. Concepts have been expanded to include information on: Significance of aligning strategy, staffing, and systems Evidence-based service management and design principles Customer relationship management Internet-based opportunities for various purposes, including communication, information, marketing, recruitment, feedback, and training Retail clinics, concierge medicine, telemedicine, and other new customer-driven innovations Instructor Resources: Discussion questions and case studies with talking points. To see a sample, click the link in the right-hand navigation bar.
