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...

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Stephen A. Kapp, Agency-Based Program Evaluation: Lessons From Practice
This text aids both students and practitioners in articulating the elements of program evaluation, deepening their understanding of the contextual issues that surround and shape an evaluation. Authors Stephen A. Kapp and Gary R. Anderson offer readers details on the application of useful and accepted evaluation methods. It also shows readers how to make sound decisions in balancing techniques...

This book discusses a unique combination of best practices and lessons learned, including evaluation and transparency issues not found elsewhere in other texts. Given that P3s are evolving and changing, it contains the most up to date information and review of relevant sources. Other topics that have become more important are reviewed, including the value of benefit cost analysis and the appropriate discount rate to use for value for money analysis. Practices and policies are discussed throughout, highlighting efforts that could lead to successful outcomes. Although transparency is an issue...