Rewarding quality and innovation: Awards, charters, and international standards as catalysts for change

Research output: Chapter in Book/Report/Conference proceedingConference contribution

5 Scopus citations

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 languageEnglish (US)
Title of host publicationKnowledge Management in Electronic Government
EditorsMaria A. Wimmer
PublisherSpringer Verlag
Pages80-90
Number of pages11
ISBN (Electronic)9783540220022
DOIs
StatePublished - 2004
Event5th IFIP International Working Conference on Knowledge Management in Electronic Government, KMGov 2004 - Krems, Austria
Duration: May 17 2004May 19 2004

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume3035
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Other

Other5th IFIP International Working Conference on Knowledge Management in Electronic Government, KMGov 2004
CountryAustria
CityKrems
Period5/17/045/19/04

ASJC Scopus subject areas

  • Theoretical Computer Science
  • Computer Science(all)

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  • Cite this

    Milakovich, M. E. (2004). Rewarding quality and innovation: Awards, charters, and international standards as catalysts for change. In M. A. Wimmer (Ed.), Knowledge Management in Electronic Government (pp. 80-90). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 3035). Springer Verlag. https://doi.org/10.1007/978-3-540-24683-1_9