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| managing for quality and performance excellence: Managing for Quality and Performance Excellence James R. Evans, William M. Lindsay, 2013-01-02 Provide a description about the book that does not include any references to package elements. This description will provide a description where the core, text-only product or an eBook is sold. Please remember to fill out the variations section on the PMI with the book only information. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version. |
| managing for quality and performance excellence: Managing for Quality and Performance Excellence James R. Evans, 2012 |
| managing for quality and performance excellence: Managing Quality David A. Garvin, 1988 Case study research conducted in 1981 in nine US companies and seven Japanese companies. |
| managing for quality and performance excellence: Supplier Evaluation and Performance Excellence Sherry R. Gordon, 2008-04-15 Understanding supplier performance is vital to ensuring a well-functioning supply network. This unique how-to book helps readers develop and implement a supplier evaluation process that can result in reduced costs, lower risk, and improved performance of both the user's company and its suppliers. |
| managing for quality and performance excellence: Managing for Quality and Performance Excellence (Book Only) James Robert Evans, William M. Lindsay, 2010 Prepare for success in quality management today with this leading text that focuses on the fundamental principles of total quality and emphasizes high-performance management practices, such as those reflected in the Baldrige Criteria. These authors are experienced leaders in the fields of performance management and quality. Look no further for the definitive resource for coverage of ISO 9000 certification, Six Sigma, and the U.S. Malcolm Baldrige National Quality Award standards. A wealth of current examples from leading organizations throughout the world reflects quality as they emphasize the practical aspects of the book's managerial focus and pertinent technical topics. You can efficiently prepare to become an ASQ Certified Quality Manager, as this edition covers most of the Body of Knowledge required for ASQ certification. It's everything you need, now and throughout your career, to ensure quality management success. |
| managing for quality and performance excellence: Managing Quality in Projects Ron Basu, 2012 Managing Quality in Projects shines the spotlight on an aspect of project management that can often be overshadowed by the pressure to deliver on time and on budget. Ron Basu's investigation focuses initially on defining the dimensions of quality in project management and identifying sources of measurement for project excellence. He expands to discuss which tools can be used in the quest for project excellence; and the factors and processes critical to project success and maturity. The text also explores how the successes of supply chain management, Lean Thinking and Six Sigma may be gainfully deployed. A shared understanding and implementation of project quality, by those directly involved in project delivery and the project stakeholders will go a long way to ensuring a stable platform for delivering projects of excellence. It is also a fundamental building block in any organization's strategy for improving consistency and achieving sustainable performance. |
| managing for quality and performance excellence: Toward Quality Assurance and Excellence in Higher Education Ahmed Odeh Al Jaber, 2022-09-01 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. |
| managing for quality and performance excellence: Managing for Quality & Performance Excellence Evans, 2012 |
| managing for quality and performance excellence: 12: The Elements of Great Managing Gallup, James Harter, 2014-12-02 Based on the largest worldwide study of employee engagement and more than a decade of research, Gallup explains the 12 elements essential to motivating employees and features the inspiring stories of 12 managers who succeeded in these dimensions. More than a decade ago, Gallup combed through its database of more than 1 million employee and manager interviews to identify the elements most important in sustaining workplace excellence. These elements were revealed in the international bestseller First, Break All the Rules. 12: The Elements of Great Managing is that book’s long-awaited sequel. It follows great managers as they harness employee engagement to turn around a failing call center, save a struggling hotel, improve patient care in a hospital, maintain production through power outages, and successfully face a host of other challenges in settings around the world. Gallup’s study now includes 10 million employee and manager interviews spanning 114 countries and conducted in 41 languages. In 12, Gallup weaves its latest insights with recent discoveries in the fields of neuroscience, game theory, psychology, sociology and economics. Written for managers and employees of companies large and small, 12 explains what every company needs to know about creating and sustaining employee engagement. |
| managing for quality and performance excellence: Managing Quality Service in Hospitality Robert C. Ford, Cherrill P. Heaton, Michael C. Sturman, 2012 MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, International Edition teaches the concept of treating customers as guests and creating a WOW experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems.Each chapter includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. Ethics in Business segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and discussion questions at the end. The included Instructor's Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small. |
| managing for quality and performance excellence: Managing Health Organizations for Quality and Performance L. Fleming Fallon (Jr.), James W. Begun, William Joseph Riley, 2013 Instructor Resources Available Now: Instructor's Manual, PowerPoints, TestBank Managing Health Organizations for Quality and Performance provides health administration students and practitioners with a solid foundation in quality management and best-in-class healthcare services. Structured around four management functions--planning, organizing, facilitating, and controlling quality and service improvements--Managing Health Organizations for Quality and Performance takes a systems approach, interlacing topics from marketing to staff motivation, and from collaboration to change management. The text goes beyond theoretical models to focus on day-to-day responsibilities and realities. The authors bring a breadth of real-world experience to the teaching of management principles. Managing Health Organizations for Quality and Performance reflects current management trends and developments in the field, both in clinical care and public health. This essential text features: Focused case studies and questions for reflection Supplemental resources at the end of each chapter Stand-alone chapters that provide instructors with additional course flexibility A listing of relevant books, journal articles, and websites A companion website for students with a complete package of interactive learning materials (Access code card included with each new copy of the text.) |
| managing for quality and performance excellence: Managing Quality Barrie G. Dale, David Bamford, Ton van der Wiele, 2016-06-21 An essential quality management resource for students and practitioners alike—now in its sixth edition This popular and highly successful text on Quality Management has been fully revised and updated to reflect recent developments in the field. New to the Sixth Edition is timely coverage of agile development, emerging markets, product research, evidence based decision-making, and quality control. Some of the material has been re-ordered and changes to terminology have been made to bring the book completely up to date. Contributions from new co-author David Bamford offer insights from a veteran teacher and practitioner. A popular resource for students, academics, and business practitioners alike Combines the latest information on quality management system series standards with up-to-date tools, techniques and quality systems Includes insights on quality, operations management, and strategic process improvement Highly relevant for professionals, particularly those involved with reacting to rapid developments in the global market The word quality has many definitions, dependent on context and situation. It is often over-used but always in-demand, and it can make or break a business. Quality management is becoming an increasingly vital factor in the success of a product or service, and it requires constant attention and a continuous drive to do better. Managing Quality is a comprehensive resource that helps you ensure – and sustain – high quality standards. |
| managing for quality and performance excellence: The Strategic Management of Information Systems Joe Peppard, John Ward, 2016-04-18 A comprehensively updated revision of a book regarded by many as one the leading and authoritative titles for practitioners, academics and students in the domain of information systems and technology (IS/IT) strategy. Presents a structured framework with tools, techniques and ways of thinking which provide a practical approach to building a digital strategy, expressed primarily in the language of business and management. Brings together the implications of the significant advances in IT and the most useful current thinking, research, and experiences concerning the business impact and strategic opportunities created by IS/IT. Peppard and Ward discuss the key questions that managers have to grapple with of where, when and how to invest in IS/IT, which is why a IS/IT (or digital) strategy is required. |
| managing for quality and performance excellence: Education Criteria for Performance Excellence (2009-10) Harry S. Hertz, 2010-03 Will help org. respond to the diverse needs of students, the need for enhanced curriculum and educ. delivery methods, changing regulatory require., demanding accreditation require., and the growing role of the Internet. Whether your org. is small or large, is involved in K-12 or higher educ., or has one facility or multiple sites, these Criteria provide a valuable framework that can help you plan in an uncertain environment. Use the Criteria to assess performance on a range of key indicators: student learning, student and stakeholder satisfaction, educ. design and delivery, financial, faculty and staff development and well-being, and operations. Can help you align resources; improve commun., productivity, and effectiveness; and achieve strategic goals. Illus. |
| managing for quality and performance excellence: Managing for Quality and Performance Excellence James Robert Evans, William M. Lindsay, 2017 |
| managing for quality and performance excellence: High Performance in Hospital Management Edda Weimann, Peter Weimann, 2017-05-10 This book provides a broad overview of what is needed to run hospitals and other health care facilities effectively and efficiently. All of the skills and tools required to achieve this aim are elucidated in the book, including business engineering and change management, strategic planning and the Balanced Scorecard, project management, integrative innovation management, social and ethical aspects of human resource management, communication and conflict management, staff development and leadership. The guidance offered is exceptional and applicable in both developed and developing countries. Furthermore, the relevant theoretical background is outlined and instructive case reports are included. Each chapter finishes with a summary and five reflective questions. Excellence can only be achieved when health care professionals show in addition to their medical skills a high level of managerial competence. High performance in Hospital Management assists managers of health care providers as well as doctors and nurses to engage in the successful management of a health care facility. |
| managing for quality and performance excellence: Managing for Quality and Performance Excellence James Evans, 2016 |
| managing for quality and performance excellence: Managing, Controlling, and Improving Quality Douglas C. Montgomery, Cheryl L. Jennings, Michele E. Pfund, 2010-04-12 This book presents an organized approach to quality management, control, and improvement. Because quality problems usually are the outcome of uncontrolled or excessive variability, statistical tools and other analytical methods play an important role in solving these problems. However, these techniques need to be implemented within a management structure that will ensure success. This text focuses on both the management structure and the statistical and analytical tools. It organizes and presents this material according to many years of teaching, research, and professional practice across a wide range of business and industrial settings. |
| managing for quality and performance excellence: Patient Safety and Quality Improvement in Healthcare Rahul K. Shah, Sandip A. Godambe, 2020-12-15 This text uses a case-based approach to share knowledge and techniques on how to operationalize much of the theoretical underpinnings of hospital quality and safety. Written and edited by leaders in healthcare, education, and engineering, these 22 chapters provide insights as to where the field of improvement and safety science is with regards to the views and aspirations of healthcare advocates and patients. Each chapter also includes vignettes to further solidify the theoretical underpinnings and drive home learning. End of chapter commentary by the editors highlight important concepts and connections between various chapters in the text. Patient Safety and Quality Improvement in Healthcare: A Case-Based Approach presents a novel approach towards hospital safety and quality with the goal to help healthcare providers reach zero harm within their organizations. |
| managing for quality and performance excellence: Simple Excellence Adam Zak, Bill Waddell, 2011-06-28 Detailing the role of senior management in achieving a successful transformation to organizational excellence, Simple Excellence: Organizing and Aligning the Management Team in a Lean Transformation charts a course of simplification through the complexity often associated with managing performance improvement initiatives. It spells out the roles of key individuals on the management team—including those from sales and marketing, human resources, purchasing/supply chain, information technology, finance, and engineering. Maintaining a focus on the big picture, this book explains what value streams are and how to use them to structure your business so that all stakeholders are aligned with what matters most. It reduces constraint management to its most practical terms and lays out a sound approach to accounting that enables everyone to spend money where it adds value and stop spending where it doesn’t. Drive your management team with dedicated allegience to the concept of value enhancement Propel your organization to higher performance through the employment of Lean culture and decision-making principles Enact management structures needed to put new ways of thinking into play Focus on the bottom line with the right performance metrics Written by respected authorities with extensive experience helping leading organizations achieve Lean transformation, the text includes case studies from high-profile organizations recognized for operational excellence. Addressing human resources management practices, it explains how to manage the day-to-day operations and pricing factory capabilities for the greatest possible profits. It also discusses the ongoing process of strategic planning to help you move away from annual goal setting, toward a dynamic process of engaging the entire company in the effort to provide your customers with an improved sense of value. |
| managing for quality and performance excellence: High Performance Boards Didier Cossin, 2020-04-09 A comprehensive guide to transforming boards and achieving best-practice governance in any organisation. When practising good governance, the board is the vital driver of organizational success, while fostering positive social impact and economic value creation. At all levels, executives around the world are faced with complexities rising from disruptive business models, new technologies, socio-economic changes, shifting political circumstances, and an array of other sources. High Performance Boards is the comprehensive manual for attaining best-in-class governance, offering pragmatic guidance on improving board quality, accountability, and performance. This authoritative volume identifies the four dimensions, or pillars, which are crucial for establishing and maintaining best-practice boards: the people involved, the information architecture, the structures and processes, and the group dynamics and culture of governance. This methodology can be applied to any board in the world, corporate or non-profit organization, regardless of size, sector, industry, or context. Readers are introduced to a fictitious senior board member – an amalgamation of board members from well-known organisations – and follow her as she successfully handles real-life challenges with effective governance. Drawn from the author's 20 years of practice and confidential work with boards across the world, this book: Demonstrates how high-performance boards innovate and refine their practices Discusses examples of board failures and challenges, including case studies from both for-profit and non-profit organisations including international organizations and state-owned agencies or even ministries Provides a proven framework to create best-in-class governance Includes a companion website featuring tools for board assessment and board practice High Performance Boards has inspired more than 3000 board members around the world. This book is essential reading for professionals and managers interested in governance and board members, senior managers, investors, lawyers, and students of governance. |
| managing for quality and performance excellence: Total Quality Management John S. Oakland, Amrik Sohal, 1996 Total Quality Management (TQM) is structured around a five part model, with the core of the model being the customer-supplier interface. This book includes case studies which illuminate hands-on application of the theories of TQM within the Pacific Rim region and include: Australia, New Zealand, Fiji, Singapore, Hawaii, Hong Kong and Malaysia. |
| managing for quality and performance excellence: E2 MANAGING PERFORMANCE - STUDY TEXT. KAPLAN., 2022 |
| managing for quality and performance excellence: Total Organizational Excellence John S Oakland, 2007-08-22 Total Organizational Excellence: Achieving world-class performance sets down an implementation framework to guide managers on how to improve business performance in all types of organization. Drawing on extensive research and case study work conducted within Oakland Consulting and its Research Division, the European Centre for Business Excellence, it shows how to set clear direction and fulfil desired goals through key business and people development processes and regular performance measurement. These are the secrets of successful strategy deployment and change management. |
| managing for quality and performance excellence: Managing Project Quality Timothy J. Kloppenborg PhD, Joseph A. Petrick PhD, SPHR, 2002-02-01 Make breakthroughs in project quality by combining project management with quality management - this books shows you how. Guiding you from project initiation through closure, the book provides a detailed stage-specific flowchart of activities correlated with appropriate tools to give you new power to meet customer expectations and institutionalize project quality. |
| managing for quality and performance excellence: Managing Business Performance Umit S. Bititci, 2015-08-11 Motivate, engage, and achieve lasting success with more effective performance management Managing Business Performance offers a unique blueprint for achieving organisational excellence through improved productivity, efficiency, engagement, and morale. With a unique approach that acknowledges the human aspect of performance management, this book combines technical and social know-how to give you a solid framework for designing, configuring, and managing performance improvement initiatives with sustainable results. You'll find practical models, techniques, and tools that take you beyond management theory into advice that you can use, with clear explanations that steer you toward the customisations that would best suit your organisation. International case studies illustrate these ideas in action, providing an intimate look at how cultural differences impact management strategies, and insight into how they can be managed. Organisational performance tools and techniques are well established, but many organisations will never realise their full benefit. This book helps you get more out of your performance strategy by showing you how the organisation's complex social nature impacts real-world outcomes, and how it can be used to drive better performance. Blend technical and social management strategies Keep people motivated and engaged See better results with more staying power Get the very best from your organisation Performance management strategies that fail to take people into account are counterproductive. There's no better way to de-motivate, demoralise, and disengage the people upon whom the organisation depends. Sustainable success requires a blended approach that utilizes the most effective science within the art of people management, and Managing Business Performance gives you a solid foundation for better business performance strategy. |
| managing for quality and performance excellence: Vision, Values, and Courage Neil Snyder, 2010-06-15 Today, quality is the battleground on which global competition takes place, yet without effective leadership no quality program can succeed. This penetrating book exposes the problems that arise when leadership in business fails to do its job, and offers powerful, inspirational examples of firms that have confronted this problem and prevailed through leadership that aims at producing quality results. By highlighting the practices of such noted leaders as Walt Disney and Michael Eisner at Walt Disney, Ray Kroc at McDonald's, Sam Walton at Wal-Mart, David Kearns at Xerox, and Robert Galvin at Motorola, the authors reveal how each of these legendary leaders possessed three crucial leadership characteristics -- vision, strong values and beliefs, and the active courage to make their visions a reality. These characteristics, they show, make the difference between superior performance and business as usual. With eloquent case studies, the authors demonstrate that unusually successful business leaders show the way for their employees by nurturing cultures that encourage and reward quality performance and by exhibiting personal characteristics that inspire excellence. A leader dedicated to a single vision, the authors show, inspires personal commitment to a common purpose. Walt Disney had a vision of a company that would never stop creating, innovating, and growing. Values and beliefs serve as the basis for direction and action in a business. Superior leaders, the authors argue, are expert in the promotion of values -- such as Ray Kroc's obsession with high-quality, inexpensive food in a clean environment. The courage to make things happen is exhibited most dramatically by Sam Walton's perseverance in mass market retailing. The payoffs for these superior leaders included the loyalty and commitment of their employees, quality, and profits. The authors' approach to leadership for quality management -- with its focus on vision, values, and courage -- emphatically demonstrates what leaders must do to consistently produce quality results if they want their organizations to prosper and grow. |
| managing for quality and performance excellence: Managing and Measuring Performance in Public and Nonprofit Organizations Theodore H. Poister, Maria P. Aristigueta, Jeremy L. Hall, 2014-08-28 New edition of a classic guide to ensuring effective organizational performance Thoroughly revised and updated, the second edition of Managing and Measuring Performance in Public and Nonprofit Organizations is a comprehensive resource for designing and implementing effective performance management and measurement systems in public and nonprofit organizations. The ideas, tools, and processes in this vital resource are designed to help organizations develop measurement systems to support such effective management approaches as strategic management, results-based budgeting, performance management, process improvement, performance contracting, and much more. The book will help readers identify outcomes and other performance criteria to be measured, tie measures to goals and objectives, define and evaluate the worth of desired performance measures, and analyze, process, report, and utilize data effectively. Includes significant updates that offer a more integrated approach to performance management and measurement Offers a detailed framework and instructions for developing and implementing performance management systems Shows how to apply the most effective performance management principles Reveals how to overcome the barriers to effective performance management Managing and Measuring Performance in Public and Nonprofit Organizations identifies common methodological and managerial problems that often confront managers in developing performance measurement systems, and presents a number of targeted strategies for the successful implementation of such systems in public and nonprofit organizations. This must-have resource will help leaders reach their organizational goals and objectives. |
| managing for quality and performance excellence: Improving Quality and Performance in Your Non-profit Organization Gary M. Grobman, 1999 Managing non-profit organisations in the 21st century has become more challenging and sophisticated than ever before. This book is the first place to turn for an introduction to innovative, creative, and effective management techniques developed to totally transform your non-profit organisation, reap the benefits of the quality movement that is revolutionising commercial and non-profit organisations, and make your own organisation more competitive. Learn how you can: respond to uncertainty and organisational turbulence; reduce mistakes and infuse your staff with a quality ethic; rebuild your work processes from the ground up; find and implement 'best practices' of comparable organisations. |
| managing for quality and performance excellence: An Introduction to Six Sigma and Process Improvement James R. Evans, William M. Lindsay, 2014-05-15 Six Sigma has taken the corporate world by storm and represents the thrust of numerous efforts in manufacturing and service organizations to improve products, services, and processes. Although Six Sigma brings a new direction to quality and productivity improvement, its underlying tools and philosophy are grounded in the fundamental principles of total quality and continuous improvement that have been used for many decades. Nevertheless, Six Sigma has brought a renewed interest in quality and improvement that few can argue with, and has kept alive the principles of total quality developed in the latter part of the 20th Century. AN INTRODUCTION TO SIX SIGMA AND PROCESS IMPROVEMENT, 2e shows students the essence and basics of Six Sigma, as well as how Six Sigma has brought a renewed interest in the principles of total quality to cutting-edge businesses. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version. |
| managing for quality and performance excellence: Baldrige Award Winning Quality Mark Graham Brown, 2017-07-27 The Malcolm Baldrige National Quality Award is the highest level of national recognition for performance excellence that a U.S. organization can receive. Now in its 18th edition, Baldrige Award Winning Quality is still the most widely used and recognized book on the Malcolm Baldrige National Quality Award. It provides readers with a simple, yet com |
| managing for quality and performance excellence: Beyond Digital Paul Leinwand, Mahadeva Matt Mani, 2022-01-04 Two world-renowned strategists detail the seven leadership imperatives for transforming companies in the new digital era. Digital transformation is critical. But winning in today's world requires more than digitization. It requires understanding that the nature of competitive advantage has shifted—and that being digital is not enough. In Beyond Digital, Paul Leinwand and Matt Mani from Strategy&, PwC's global strategy consulting business, take readers inside twelve companies and how they have navigated through this monumental shift: from Philips's reinvention from a broad conglomerate to a focused health technology player, to Cleveland Clinic's engagement with its broader ecosystem to improve and expand its leading patient care to more locations around the world, to Microsoft's overhaul of its global commercial business to drive customer outcomes. Other case studies include Adobe, Citigroup, Eli Lilly, Hitachi, Honeywell, Inditex, Komatsu, STC Pay, and Titan. Building on a major new body of research, the authors identify the seven imperatives that leaders must follow as the digital age continues to evolve: Reimagine your company's place in the world Embrace and create value via ecosystems Build a system of privileged insights with your customers Make your organization outcome-oriented Invert the focus of your leadership team Reinvent the social contract with your people Disrupt your own leadership approach Together, these seven imperatives comprise a playbook for how leaders can define a bolder purpose and transform their organizations. |
| managing for quality and performance excellence: The Process Improvement Handbook: A Blueprint for Managing Change and Increasing Organizational Performance Tristan Boutros, Tim Purdie, 2013-10-15 Today's business environment demands faster responses, better service, and increased agility. The Process Improvement Handbook reveals how to design effective process improvement structures, organizations, and cultures to meet those needs. Focusing on specific process improvement knowledge areas, this practical work establishes the foundation required to create, maintain, and measure processes while equipping practitioners with the necessary skills to deliver consistent, successful outcomes. This definitive resource introduces a body of knowledge for anyone looking to improve their operating environment. The result is process self-sufficiency, extensibility, sustainability, higher quality, and overall speed that increases competitive advantage. The principles explained in this book encapsulate everything needed to be more process mature, and to enable process excellence from start to finish. |
| managing for quality and performance excellence: Managing Hospitality Organizations Robert C. Ford, Michael C. Sturman, 2019-01-02 A perfect book for any Hospitality program, excellent instructor support, and a good resource for students. –Denise A. Braley, Mitchell College Today’s economy is dominated by the rapidly growing service sector. Even businesses primarily selling goods are reinventing their image and positioning themselves as service providers. Managing Hospitality Organizations: Achieving Excellence in the Guest Experience takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Authors Robert C. Ford and Michael C. Sturman emphasize the critical importance of focusing on the guest and creating that unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership. Give your students the SAGE edge! SAGE edge offers a robust online environment featuring an impressive array of free tools and resources for review, study, and further exploration, keeping both instructors and students on the cutting edge of teaching and learning. |
| managing for quality and performance excellence: In Search of Excellence Thomas J. Peters, Robert H. Waterman, 2004-03-02 The Greatest Business Book of All Time (Bloomsbury UK), In Search of Excellence has long been a must-have for the boardroom, business school, and bedside table. Based on a study of forty-three of America's best-run companies from a diverse array of business sectors, In Search of Excellence describes eight basic principles of management -- action-stimulating, people-oriented, profit-maximizing practices -- that made these organizations successful. Joining the HarperBusiness Essentials series, this phenomenal bestseller features a new Authors' Note, and reintroduces these vital principles in an accessible and practical way for today's management reader. |
| managing for quality and performance excellence: What's Your Digital Business Model? Peter Weill, Stephanie Woerner, 2018-04-17 Digital transformation is not about technology--it's about change. In the rapidly changing digital economy, you can't succeed by merely tweaking management practices that led to past success. And yet, while many leaders and managers recognize the threat from digital--and the potential opportunity--they lack a common language and compelling framework to help them assess it and guide them in responding. They don't know how to think about their digital business model. In this concise, practical book, MIT digital research leaders Peter Weill and Stephanie Woerner provide a powerful yet straightforward framework that has been field-tested globally with dozens of senior management teams. Based on years of study at the MIT Center for Information Systems Research (CISR), the authors find that digitization is moving companies' business models on two dimensions: from value chains to digital ecosystems, and from a fuzzy understanding of the needs of end customers to a sharper one. Looking at these dimensions in combination results in four distinct business models, each with different capabilities. The book then sets out six driving questions, in separate chapters, that help managers and executives clarify where they are currently in an increasingly digital business landscape and highlight what's needed to move toward a higher-value digital business model. Filled with straightforward self-assessments, motivating examples, and sharp financial analyses of where profits are made, this smart book will help you tackle the threats, leverage the opportunities, and create winning digital strategies. |
| managing for quality and performance excellence: Passion for Excellence Thomas J. Peters, Nancy Austin, 2003-11 In this internationally bestselling sequel to the classic business book In Search of Excellence, Tom Peters and Nancy Austin reveal the secrets of a management revolution. The authors show how by mixing attention to detail with values, vision and integrity, you can achieve long-term excellence. The heart and soul of the management revolution is leadership which mixes tough-mindedness with tenderness, enabling every employee to take possession of their own achievements, and which demands that each person becomes an innovative contributor to the company's success. Dedicated to imaginative leaders everywhere, this book is for all concerned about the pursuit of excellence in the business world and in public service. |
| managing for quality and performance excellence: Hardwiring Excellence Quint Studer, 2003-01-01 To make health care a better place for employees to work, physicians to practice medicine, and patirents to receive care. |
| managing for quality and performance excellence: Measuring Business Excellence Gopal K. Kanji, 2002-01 This book introduces the principles of TQM, and establishes their use in measuring Business Excellence in an organizational environment. It comparatively evaluates various TQM and Business Excellence models and discusses the complexities of measuring success. The author also provides a new model, based on theoretical and empirical research, which draws together the diverse principles of established models. This model provides critical organizational success factors, and also details the most effective methods of measuring these factors. |
| managing for quality and performance excellence: A Culture of High Performance: Achieving Higher Quality at a Lower Cost Quint Studer, 2013-09 In healthcare, even the way we change has changed. Quint Studer's new book helps you hardwire the skills you need to perform at a higher level continuously. |
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Aug 29, 2016 · When you’re managing managers, your responsibilities are two-fold: you need to make sure they’re producing good work (as with any employee) and that they’re effectively …
Managing employees - HBR
Jun 10, 2025 · Leadership & Managing People Book. Harvard Business Review; Daniel Goleman; John P. Kotter; Marcus Buckingham; Rita Gunther McGrath; 24.95. View Details. Executive …
Managing up - HBR - Harvard Business Review
May 7, 2025 · HBR's 10 Must Reads on Managing People, Vol. 2 (with bonus article "The Feedback Fallacy" by Marcus Buckingham and Ashley Goodall) Leadership & Managing People Book …
Managing people - HBR - Harvard Business Review
4 days ago · Managing an effective sales organization is key to revenue generation,... Save; Share; April 23, 2025; The Latest Research: Hiring and Retention. Management Tool. Harvard Business …
Leadership and managing people - HBR - Harvard Business Review
Jun 10, 2025 · Leadership and managing people Digital Article. HBR Editors; A curated list from one of HBR’s most popular newsletters. Save; Share; June 12, 2025; The Skills and Habits Aspiring …
4 Styles of Coaching—and When to Use Them - Harvard Business …
Mar 18, 2025 · Google’s Project Oxygen—a multi-year research initiative—analyzed data from thousands of employees to identify the qualities of highly effective managers. Over the years, …
Managing yourself - HBR - Harvard Business Review
Jun 10, 2025 · Leadership and managing people Digital Article. Nihar Chhaya; How to maintain influence—and handle the inevitable growing pains. Save; Share; May 30, 2025; Great Leaders …
Managing Oneself - Harvard Business Review
Managing Oneself Success in the knowledge economy comes to those who know themselves—their strengths, their values, and how they best perform. by Peter F. Drucker From the Magazine …
