Sage Human Services Guides

2 primary works • 3 total works

Total Quality Management in Human Service Organizations

by Lawrence L. Martin

Published 10 September 1993

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.

Measuring the Performance of Human Service Programs

by Lawrence L. Martin and Peter M. Kettner

Published 22 April 1996

Social service providers are under increasing pressure to demonstrate that their programmes work. Faced with this demand for greater accountability, providers are turning to performance measurement as a way of illustrating programme efficiency, quality and effectiveness.

The authors of this comprehensive volume discuss why and how performance measures have become an integral part of managing programmes in the social services. They explain the various types of performance measures - including numeric counts, standardized measures and client satisfaction - and assess their advantages and disadvantages. A case study and exercises are a special feature of the book.

Purchase of Service Contracting in Human Services

by Peter M. Kettner and Lawrence L. Martin

Published 30 June 1987

Purchase of service contracting (POSC) has changed the way that human services are structured and delivered in the United States. Most private companies now have contracts with the government and many public social service professionals have responsibility for contracts. However, few human service professionals have had any formal education or training in the philosophy, concepts, issues, and technology involved. This book presents a basic conceptual framework and step-by-step guide for POSC system design and practice.