Increasing effectiveness : a guide to quality management / John Stone.

Stone, John.

Acknowledgments		vi
introduction		1
Chapter 1     Definitions of Quality		3
Chapter 2     Selecting an Approach		9
Chapter 3	External Quality Awards	12
Chapter 4	Total Quality Management	17
Chapter 5	Getting Started	29
Chapter 6	Management and Staff	51
Chapter 7	Communications	63
Chapter 8	Processes and Procedures	70
Chapter 9	Teaching and Learning	78
Chapter 10	Targets and Standards	95
Chapter 11	Client Satisfaction Surveys	115
Chapter 12	Review and Self-assessment	119
Chapter 13	Assuring Quality in Franchising	129
Conclusions and Issues	131
Appendix 1. Course Design Standards	133
Appendix 2. Team Review and Self-assessment	145
Appendix 3. Customer Satisfaction Surveys	163
Appendix 4. Part-time Staff Appraisal	174
References	175
Index	177