caa a22 4500 397582412 CHVBK 20180308164911.0 cr unu---uuuuu 161202e199601 xx s 000 0 eng 10.1093/sw/41.1.33 doi (NATIONALLICENCE)oxford-10.1093/sw/41.1.33 Quality Now: Moving Human Services Organizations toward a Consumer Orientation to Service Quality [Elektronische Daten] [Stephen T. Moore, Michael J. Kelly] Social services organizations can benefit from insights provided by the quality management literature. These insights include useful tools for moving toward a consumer orientation to service quality. Application of quality management principles in human services requires an understanding of the service encounter from the customer perspective. Quality management involves more than the implementation of specific management techniques. It involves a commitment to consumers and the creation of an organizational culture that puts quality first. Copyright © 1996 by the National Association of Social Workers, Inc. consumers nationallicence human services nationallicence quality nationallicence service nationallicence total quality management nationallicence Moore Stephen T. aut Kelly Michael J. aut Social Work Oxford University Press 41/1(1996-01), 33-40 0037-8046 41:1<33 1996 41 sw https://doi.org/10.1093/sw/41.1.33 text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1093/sw/41.1.33 text/html Onlinezugriff via DOI NATIONALLICENCE 700 1- Moore Stephen T. aut NATIONALLICENCE 700 1- Kelly Michael J. aut NATIONALLICENCE 773 0- Social Work Oxford University Press 41/1(1996-01), 33-40 0037-8046 41:1<33 1996 41 sw Metadata rights reserved CC BY-NC-4.0 http://creativecommons.org/licenses/by-nc/4.0 nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-oxford