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This unique evaluation of the outcomes of residential and nursing home care for older people identifies the factors determining the quality of life of older people who have moved into care homes. It examines the relationship between older people's psychological well-being and the kinds of care received in residential homes. The volume draws on a study of UK care homes, interviewing new entrants soon after admission and then on two further occasions, to ascertain their experience of care and their quality of life. Interviews were also undertaken with care staff and their managers, and the care environment of each home was assessed. The authors provide valuable evidence of the factors which can influence older people's well-being on entering a care home and how they adjust either positively or not to their new surroundings. The volume offers clear pointers towards ways to improve quality of residential and nursing home care.
This volume revisits, problematizes, and expands the meaning of quality in the context of adult basic education. Covering a wide range of relevant topics, it includes contributors from the realms of both policy and practice and encompasses both the major instructional areas-reading, writing, and mathematics-as well as larger issues of literacy, learning, and adulthood. Each chapter focuses on what improving quality in the field might look like through the particular lens of the author's work. As a whole, the broad scope of topics and ideas addressed will raise the level of discussion, knowledge, and practice regarding quality in adult basic education. In this book, the term adult basic education refers to the broad range of services for adults who wish to improve their literacy and language skills, including beginning and intermediate writing, writing and numeracy, preGED, GED/Adult Secondary Education, and ESL instruction that takes place in a range of contexts including schools, community-based programs, and workplace development programs. The volume is organized around three themes: *Accountability, Standards, and the Use of Documentation and Research; *Program Structures and Instruction; and *Rethinking Our Assumptions and Concepts. Coming at a time of increasing pressure to standardize, to be accountable, and to improve outcomes, and when calls for evidence-based practice are fueling stakeholders' interest in the relationship between research and practice at all levels of the system, Toward Defining and Improving Quality in Adult Basic Education is particularly timely for scholars, graduate students, and professionals in the field of adult basic education.
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
The Institute of Medicine (IOM) Committee on Quality Measures for the Healthy People Leading Health Indicators was charged by the Office of the Assistant Secretary for Health to identify measures of quality for the 12 Leading Health Indicator (LHI) topics and 26 Leading Health Indicators in Healthy People 2020 (HP2020), the current version of the Department of Health and Human Services (HHS) 10-year agenda for improving the nation's health. The scope of work for this project is to use the nine aims for improvement of quality in public health (population-centered, equitable, proactive, health promoting, risk reducing, vigilant, transparent, effective, and efficient) as a framework to identify quality measures for the Healthy People Leading Health Indicators (LHIs). The committee reviewed existing literature on the 12 LHI topics and the 26 Leading Health Indicators. Quality measures for the LHIs that are aligned with the nine aims for improvement of quality in public health will be identified. When appropriate, alignments with the six Priority Areas for Improvement of Quality in Public Health will be noted in the Committee's report. Toward Quality Measures for Population Health and the Leading Health Indicators also address data reporting and analytical capacities that must be available to capture the measures and for demonstrating the value of the measures to improving population health. Toward Quality Measures for Population Health and the Leading Health Indicators provides recommendations for how the measures can be used across sectors of the public health and health care systems. The six priority areas (also known as drivers) are population health metrics and information technology; evidence-based practices, research, and evaluation; systems thinking; sustainability and stewardship; policy; and workforce and education.
The ability to see deeply affects how human beings perceive and interpret the world around them. For most people, eyesight is part of everyday communication, social activities, educational and professional pursuits, the care of others, and the maintenance of personal health, independence, and mobility. Functioning eyes and vision system can reduce an adult's risk of chronic health conditions, death, falls and injuries, social isolation, depression, and other psychological problems. In children, properly maintained eye and vision health contributes to a child's social development, academic achievement, and better health across the lifespan. The public generally recognizes its reliance on sight and fears its loss, but emphasis on eye and vision health, in general, has not been integrated into daily life to the same extent as other health promotion activities, such as teeth brushing; hand washing; physical and mental exercise; and various injury prevention behaviors. A larger population health approach is needed to engage a wide range of stakeholders in coordinated efforts that can sustain the scope of behavior change. The shaping of socioeconomic environments can eventually lead to new social norms that promote eye and vision health. Making Eye Health a Population Health Imperative: Vision for Tomorrow proposes a new population-centered framework to guide action and coordination among various, and sometimes competing, stakeholders in pursuit of improved eye and vision health and health equity in the United States. Building on the momentum of previous public health efforts, this report also introduces a model for action that highlights different levels of prevention activities across a range of stakeholders and provides specific examples of how population health strategies can be translated into cohesive areas for action at federal, state, and local levels.
This book features high-quality research papers presented at the 3rd International Conference on Sustainable Expert Systems (ICSES 2022), held in Nepal during September 9–10, 2022. The book focuses on the research information related to artificial intelligence, sustainability and expert systems applied in almost all the areas of industries, government sectors and educational institutions worldwide. The main thrust of the book is to publish the conference papers that deal with the design, implementation, development, testing and management of intelligent and sustainable expert systems and also to provide both theoretical and practical guidelines for the deployment of these systems.
Using Kenya as a case-study to mirror other African countries this book interrogates the phenomenon of leadership, within and without the political domain.
Quality Assurance is not a new concept in the education sector in general, and higher education in particular, though it is becoming increasingly more relevant and important. Higher education helps to improve an individual's quality of life by enabling them to inflate their knowledge and expertise, to grasp abstract concepts and theories, and to raise their awareness of the world and their community, and as such the assurance of quality is becoming more pivotal in the whole education process.There is no simple definition of the concept of quality in education, though numerous models and theories have been devised. Toward Quality Assurance and Excellence of Higher Education is a new episode of the Quality Assurance perception in higher education, which identifies the quality culture and orientation from the beginning, integrating crucial factors to build a “pyramid” of higher education excellence. The book compares concepts from the main theories of Quality Assurance, management and control when they are applied to educational systems in higher education. The book also presents a new model of excellence in higher education. Excellence is an architecture of building blocks that comes with process performance, effectiveness, harmony and collaboration which should be incorporated in a quality-oriented concept of a sustainable excellence of higher education. The model integrates four main facets: the Educational System, Quality Assurance Managing and Control, Strategic Planning and Globalization. Also presented are international “best-practices” in quality assurance in higher education, from Japan and Finland.