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"Now that business, government, and other fields are embracing Total Quality Management (TQM) as their management philosphy, TQM may also hold the solution for problems that exist in human services organizations today. After a brief history of TQM, the author discusses the philosophy of management, quality as an organizational goal, the challenges of determining an organization's customers, and collecting and using customer quality data. He also describes how to achieve quality improvement through teamwork and shows how to use brainstorming, cause and effect diagrams, check sheets, and pareto analysis. Among the other topics examined are contractor involvement, training top management personnel, training middle managers and staff, and selecting an implementation strategy. All the examples used in this volume are drawn from the fields of public administration, gerontology, public health, and management of nonprofit organizations. Total Quality Management in Human Service Organizations is a good “backgrounder” for human service administrators and organizations prior to undergoing a more detailed agency discussion of, or training in, TQM. It is also of great value to students and faculty in social work administration programs who are interested in the basics of TQM."

"Karen K. Kirst-Ashman's introductory book enhances readers' ability to grasp the essence and spirit of generalist social work and the issues in social welfare that social workers address every day. Giving those who are contemplating a career in social work a solid introduction to the profession, Kirst-Ashman presents a balanced introductory look within a unifying theme of critical thinking that trains readers to be more evaluative of key concepts. This fifth edition is completely updated in every chapter, and includes practice concepts, social welfare policy concepts, history and current state of the profession, the contexts of practice and populations served, and professional development. Written in a clear and straightforward manner, the book provides numerous case examples to illustrate social work practice."