Abstract
Attempts to illustrate how an internal climate survey can be used as a measurement tool to assess the level of quality in the service sector. Internal climate should ideally be determined by examining a cross‐section of an organization. In an empirical study of two public mental health and mental retardation (MHMR) agencies, middle managers were initially believed to be more resistant to the introduction of a quality improvement process than line workers. Two hypotheses regarding internal climate among different levels of employees were tested. Results from this study provided insight for top managers of both public agencies to facilitate their total quality management processes.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
More From: Benchmarking for Quality Management & Technology
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.