Product Description 
Combining emerging trends, challenges and ethical considerations with current research, Milakovich/Gordon's PUBLIC ADMINISTRATION IN AMERICA, 12th edition, gives you a behind-the-scenes look at day-to-day operations of government administrative agencies as it examines policies and procedures across various levels of U.S. government. The most current concerns in public administration are analyzed from the second Obama administration, the Trump presidency and the beginning of President Biden's term. Up-to-date discussions explore the many challenges posed by the COVID-19 pandemic, homeland security concerns, ongoing health care debates and more. "Point/Counterpoint" features enable you to debate and discuss key issues. As it builds your knowledge of core concepts, the text also highlights the path to a fulfilling career in politics and public administration -- and how you can make a difference. 
 About the Author 
Michael E. Milakovich is a professor emeritus of political science at the University of Miami in Coral Gables, Florida. A life member of the American Society for Public Administration, he serves as an expert witness, advises public and nonprofit organizations on policy analysis and quality improvement, and consults with various agencies domestically and abroad. Dr. Milakovich is a widely published author of journal articles and books on a variety of subjects in digital governance, digital learning, political science and public administration.\nGeorge J. Gordon is a professor emeritus of political science at Illinois State University in Normal, Illinois. He is a member of the American Society for Public Administration and author of numerous conference papers and journal articles on federalism and intergovernmental relations. Active in political and civic affairs, Dr. Gordon was a section head for the annual Conference of the Midwest Political Science Association, a longtime member of the McLean County (Illinois) Board and a presidential elector in 1992.

Public Administration in America

Education & Teaching

Gordon, George

Milakovich, Michael

Schools & Teaching

Cengage Learning'

Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of successful customer service QI efforts in both the public and private sectors. The book emphasizes the selection and development of strategies for quality improvement in regulated public non-market-driven services such as education, government, and healthcare. This revised edition promotes managerial thinking that integrates QI and Knowledge Management (KM) concepts with leadership principles that enable effective responses to the changing demands of the global economy. The text provides step-by-step guidelines, recommendations, and action plans for implementing quality improvements in service sector industries, which now generate two-thirds of America's GDP. Throughout this volume, cases of successful QI efforts in service industries complement major points in each chapter, offering profiles of global service quality leaders that serve as examples to organizations in the public sector. Current and future managers will gain insight into how the global service quality revolution effects their daily work environments, inspiring improvement in products, services, and support that American companies provide to markets worldwide.

Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition

Business & Money

Blanch, Harvey W.

Economics

Auerbach Publications

PUBLIC ADMINISTRATION IN AMERICA tackles the current and emerging trends, ethics, and challenges in public administration with the most comprehensive scholarship available. The Eleventh Edition gives you a behind the scenes look at day-to-day operations while examining the policies implemented and the procedures undertaken across the various levels of American government. The most current applications of public administration are discussed and analyzed, with up to date coverage of recent education initiatives such as Race to the Top, the ongoing health care debates, Homeland Security challenges and threats, and much more. To encourage student engagement, the Eleventh Edition introduces two new features, "Point/Counterpoint" and "What Would You Decide?," where students are invited to play an active role in debating and discussing some of the most up-to-date topics. Presented in a comprehensive and easy-to-understand format, PUBLIC ADMINISTRATION IN AMERICA builds student knowledge of core concepts while showing them the path to an exciting and fulfilling career in politics and public administration--where they can make a difference!

Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition 2nd edition by Milakovich, Michael published by Auerbach Publications [ Hardcover ]

Education & Reference

Auerbach Publishers Inc.

Organizations are struggling to improve customer-focused quality in today's highly competitive domestic and global markets. Better design, implementation, and daily management of quality improvement strategies is essential for survival. Quality improvement principles, when thoughtfully applied and appropriately modified to meet all types of customer demands, are a sound means to respond to changing markets. However, when various quality and productivity theories and methods are applied without changing the organizational culture, it is very difficult to consistently deliver quality results. This important new book focuses on quality improvement methods for high performance in public and private services not covered in other books: applications focus on construction, education, government, insurance, public utilities, health care, and nonprofit services. Rather than detailing the technical processes to achieve inspection, planning, quality auditing, statistics, or risk assessment, this book presents step-by-step guidelines, recommendations, and action plans for changing service organizations to implement quality improvements. Sound theory and careful strategic planning are presented to assist readers in developing an understanding of how to select the essential elements of systems that best fit their customers' needs.

Improving Service Quality: Achieving High Performance in the Public and Private Sectors

Management & Leadership

CRC-Press

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