TY - GEN
T1 - Rewarding quality and innovation
T2 - 5th IFIP International Working Conference on Knowledge Management in Electronic Government, KMGov 2004
AU - Milakovich, Michael E.
N1 - Publisher Copyright:
© IFIP International Federation for Information Processing 2004.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
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).
UR - http://www.scopus.com/inward/record.url?scp=84934270218&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84934270218&partnerID=8YFLogxK
U2 - 10.1007/978-3-540-24683-1_9
DO - 10.1007/978-3-540-24683-1_9
M3 - Conference contribution
AN - SCOPUS:84934270218
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
A2 - Wimmer, Maria A.
PB - Springer Verlag
Y2 - 17 May 2004 through 19 May 2004
ER -