CHAPTER 20: QUALITY IMPROVEMENT
In order to guarantee the quality of service, you need to understand the activities and their consequences and this insight helps an organisation make the right decisions. But what does this mean and how do you organise this?
After reading this chapter, the reader will better understand the need for quality management in the USD. Examples will provide insights on how to deal with criteria and standards, and how these can be translated into a USD staffing occupation requirement.
20.1 Quality management in the USD
In order to safeguard or realise the goals of a successful USD, the assurance and improvement of quality is required. According to Philip Crosby, “Quality is free,”38 and by that he means that every mistake ...
Get The Universal Service Desk (USD) - Implementing, Controlling and Improving Service Delivery now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
