Abstract
In the competitive, downsized, and mission-driven global service economy of the early 21st century, all organizations search for models to encourage innovation, measure performance, and raise customer service quality standards. Competition for an award can be a cost effective strategy to identify processes needing improvement, conduct self-assessments, receive objective feedback, and motivate employees to meet higher performance goals. Numerous international, federal, state, local, regional, and private award programs now use similar criteria and methodology to recognize and transfer information about the most effective processes, methods, systems, and results. Awards can advance knowledge about management and organizational learning theory, standardize processes, and assist public, private, and non-profit sector managers in determining which strategies are best suited for their organizations. This paper describes various quality award programs worldwide and reports the preliminary results of an empirical study analyzing the impact of awards on improving service quality in the United States (Survey, 2002).
| Original language | English (US) |
|---|---|
| Title of host publication | Knowledge Management in Electronic Government |
| Publisher | Springer Verlag |
| Pages | 80-90 |
| Number of pages | 11 |
| Volume | 3035 |
| ISBN (Print) | 9783540220022 |
| State | Published - 2004 |
| Event | 5th IFIP International Working Conference on Knowledge Management in Electronic Government, KMGov 2004 - Krems, Austria Duration: May 17 2004 → May 19 2004 |
Publication series
| Name | Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) |
|---|---|
| Volume | 3035 |
| ISSN (Print) | 03029743 |
| ISSN (Electronic) | 16113349 |
Other
| Other | 5th IFIP International Working Conference on Knowledge Management in Electronic Government, KMGov 2004 |
|---|---|
| Country | Austria |
| City | Krems |
| Period | 5/17/04 → 5/19/04 |
Fingerprint
ASJC Scopus subject areas
- Computer Science(all)
- Theoretical Computer Science
Cite this
Rewarding quality and innovation : Awards, charters, and international standards as catalysts for change. / Milakovich, Michael E.
Knowledge Management in Electronic Government. Vol. 3035 Springer Verlag, 2004. p. 80-90 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 3035).Research output: Chapter in Book/Report/Conference proceeding › Conference contribution
}
TY - GEN
T1 - Rewarding quality and innovation
T2 - Awards, charters, and international standards as catalysts for change
AU - Milakovich, Michael E
PY - 2004
Y1 - 2004
N2 - In the competitive, downsized, and mission-driven global service economy of the early 21st century, all organizations search for models to encourage innovation, measure performance, and raise customer service quality standards. Competition for an award can be a cost effective strategy to identify processes needing improvement, conduct self-assessments, receive objective feedback, and motivate employees to meet higher performance goals. Numerous international, federal, state, local, regional, and private award programs now use similar criteria and methodology to recognize and transfer information about the most effective processes, methods, systems, and results. Awards can advance knowledge about management and organizational learning theory, standardize processes, and assist public, private, and non-profit sector managers in determining which strategies are best suited for their organizations. This paper describes various quality award programs worldwide and reports the preliminary results of an empirical study analyzing the impact of awards on improving service quality in the United States (Survey, 2002).
AB - In the competitive, downsized, and mission-driven global service economy of the early 21st century, all organizations search for models to encourage innovation, measure performance, and raise customer service quality standards. Competition for an award can be a cost effective strategy to identify processes needing improvement, conduct self-assessments, receive objective feedback, and motivate employees to meet higher performance goals. Numerous international, federal, state, local, regional, and private award programs now use similar criteria and methodology to recognize and transfer information about the most effective processes, methods, systems, and results. Awards can advance knowledge about management and organizational learning theory, standardize processes, and assist public, private, and non-profit sector managers in determining which strategies are best suited for their organizations. This paper describes various quality award programs worldwide and reports the preliminary results of an empirical study analyzing the impact of awards on improving service quality in the United States (Survey, 2002).
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UR - http://www.scopus.com/inward/citedby.url?scp=84934270218&partnerID=8YFLogxK
M3 - Conference contribution
SN - 9783540220022
VL - 3035
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 80
EP - 90
BT - Knowledge Management in Electronic Government
PB - Springer Verlag
ER -