Not in watertight compartments : service quality improvement and organization development / Paola Falcone.

Format:

Book

Author/Creator:

Falcone, Paola, author.

Series:

SAGE knowledge. Cases.

SAGE Knowledge. Cases.

SAGE knowledge. Cases

Language:

English

Subjects (All):

Health services administration--Case studies.

Health services administration.

Quality control.

Quality control--Case studies.

Organizational change--Case studies.

Organizational change.

Genre:

Case studies.

Physical Description:

1 online resource : illustrations (black and white, and colour).

Place of Publication:

[London] : SAGE, 2016.

System Details:

text file

Summary:

Alpha Rehabilitation Services (ARS) is a private health care organization founded in 1996 which offers services such as the treatment of motor pathologies, as well as cognitive and language ones. The top values of the organization include high quality service and a personal engagement between staff and health practitioners and patients. Despite the organization's positive reputation, recent complaints from the patients focusing on quality gaps motivated the facility's director to seek help from two consultant experts. After thorough research and internal interviews with the health care staff members, the consultants conclude that there is a disparity of values between the older and the younger members of the facility.

Notes:

Originally Published in: Anderson, D. L. (2012). Not in Watertight Compartments: Service Quality Improvement and Organization Development. In Cases and exercises in organization development & change (pp. 159-170). Los Angeles: SAGE Publications, Inc. Print. ISBN: 9781412987738.

No ILL or scholarly sharing allowed.

Description based on online resource; title from home page (viewed on April 15, 2016).

ISBN:

9781506308418

OCLC:

1017714190

Access Restriction:

Restricted for use by site license.