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Download full textSmith, Christopher A.; And Others – 1987
Based on two manuals developed by Goodwill as part of their staff training series on program review, this program evaluation manual is designed to help facility administrators implement and improve their service delivery. The book contains an introduction and nine chapters. The introduction defines program evaluation, provides a rationale and uses…
Descriptors: Data Analysis, Data Collection, Delivery Systems, Evaluation Methods
Leigh, David – 1993
This module for a 1-semester Total Quality Management (TQM) course for high school or community college students discusses the concepts of customer satisfaction, customer surveys, and quality functional deployment. The concept of customer satisfaction begins with identifying the customer. Surveys are suggested as one way that students can learn…
Descriptors: Attitudes, Business Administration, Business Education, Course Content
