Literaturnachweis - Detailanzeige
Autor/inn/en | Ellicott, Michael A.; Conard, Rodney J. |
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Titel | Designing Quality Service: The Service Excellence Model. |
Quelle | In: Facilities Manager, 13 (1997) 4, S.46-49 |
Sprache | englisch |
Dokumenttyp | gedruckt; Zeitschriftenaufsatz |
ISSN | 0882-7249 |
Schlagwörter | Change Strategies; College Administration; College Buildings; Educational Facilities; Facility Improvement; Higher Education; Management Systems; Models; Organizational Change; Organizational Climate; Organizational Development; Program Evaluation; Quality Control Lösungsstrategie; College administrators; Hochschulverwaltung; College; Colleges; Building; Buildings; Hochschule; Fachhochschule; Gebäude; Bildungsstätte; Hochschulbildung; Hochschulsystem; Hochschulwesen; Analogiemodell; Organisationswandel; Organisationsklima; Organisationsentwicklung; Programme evaluation; Programmevaluation; Qualitätskontrolle |
Abstract | Recent experiences of manufacturing and commercial service industries provide insights to college facilities managers for combining downsizing with quality improvement. The Service Excellence Model emphasizes creation of shared responsibility, focus on core service processes, empowerment of cross-functional process-improvement teams, performance measurements and process controls, environment of positive reinforcement, and management support focused on core service processes. (MSE) |
Erfasst von | ERIC (Education Resources Information Center), Washington, DC |
Update | 2004/1/01 |