This guide offers a comprehensive set of practical tools to lead novice and veteran practitioners through the complexities of business process redesign. This hands-on kit integrates systems theory, economics, and psychology to provide the detailed procedures, checklists, data analysis worksheets, and other resources essential to identify, analyze,…

Business process redesign (BPR) is a multifunctional, interdisciplinary, and strategic business improvement methodology designed to improve service, costs, and quality. This book provides a conceptual framework for institutions of higher education to shape such an improvement effort including examples of BPR activities and tools. Chapter 1…

This book describes the steps and tools of Total Quality Management (TQM) and their use in the academic units of colleges and universities for Total Quality Improvement (TQI), illustrated by a case study from the School of Arts & Sciences at a state university. Section 1 explains how to: (1) identify problems contributing to non-value-added…

Information services managers have a responsibility to provide the best information delivery possible. The basic principles of total quality management can be used by information professionals to help justify library funding through the creation of an environment where customer-patron satisfaction is paramount. This book reveals how to apply the…

This text introduces the concepts of Continuous Quality Improvement (CQI) and shows how they can be used in the classroom. A quality classroom is defined as one in which everyone in the class knows the objectives of the class and adopts a quality philosophy to continuously improve the work done to meet those objectives. The general principles and…