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Article: Client satisfaction and quality vocational rehabilitation.
- Article from:
- The Journal of Rehabilitation
- Article date:
- October 1, 1993
- Author:
CopyrightCOPYRIGHT 1993 National Rehabilitation Association. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Introduction
Total Quality Management (TQM) is one of the latest concepts to receive attention in the management literature. The Federal Total Quality Management Handbook defines the concept as "a way of managing at all levels, top management to front-line, to achieve customer satisfaction by involving all employees in continuously improving the work processes of the organization" (United States Office of Personnel Management 1992, p. 1). The concept has been recognized in the vocational rehabilitation literature by authors such as Lubeck and Davis (1991) who described the relationship of W. E. Deming's 14 points for "quality in management" to the field of ...