| |
| |
| Acknowledgments | |
| |
| |
| About the Authors | |
| |
| |
| |
| Introduction | |
| |
| |
| History of System Evaluation in the Fire Service | |
| |
| |
| Current Practices of System Evaluation | |
| |
| |
| Need for Quality Management in the Fire Service | |
| |
| |
| Chapter Summary | |
| |
| |
| References | |
| |
| |
| |
| Overview of Quality Management | |
| |
| |
| Introduction | |
| |
| |
| Concepts of Quality Management | |
| |
| |
| The Malcolm Baldrige Award | |
| |
| |
| Chapter Summary | |
| |
| |
| Management Transformation Checklist | |
| |
| |
| References | |
| |
| |
| |
| The Chief Fire Officer's Role in Quality Management | |
| |
| |
| Introduction | |
| |
| |
| Customers | |
| |
| |
| Vision, Mission, Values, and Goals | |
| |
| |
| Empowering the Workforce | |
| |
| |
| Leadership Accountability | |
| |
| |
| Community Involvement | |
| |
| |
| Chapter Summary | |
| |
| |
| Leadership Checklist | |
| |
| |
| Activities | |
| |
| |
| References | |
| |
| |
| |
| Strategic Quality Planning | |
| |
| |
| Introduction | |
| |
| |
| Strategic Quality Planning | |
| |
| |
| The Team Approach | |
| |
| |
| Identifying the Team | |
| |
| |
| Steps in the Planning Process | |
| |
| |
| Objectives and Performance Indicators | |
| |
| |
| Analysis | |
| |
| |
| Strategic Financial Plan | |
| |
| |
| Requirements for Effective Financial Planning | |
| |
| |
| Action Plans | |
| |
| |
| Chapter Summary | |
| |
| |
| Strategic Planning Checklist | |
| |
| |
| Activities | |
| |
| |
| References | |
| |
| |
| Bibliography | |
| |
| |
| |
| Human Resource Development and Management | |
| |
| |
| Introduction | |
| |
| |
| Human Resource Evaluation and Planning | |
| |
| |
| Workforce Work Systems | |
| |
| |
| Workforce Education, Training, and Development | |
| |
| |
| Workforce Health and Safety | |
| |
| |
| Workforce Satisfaction | |
| |
| |
| Chapter Summary | |
| |
| |
| Human Resources Checklist | |
| |
| |
| Activities | |
| |
| |
| Bibliography | |
| |
| |
| |
| Data versus Information | |
| |
| |
| Introduction | |
| |
| |
| Selecting Relevant Data | |
| |
| |
| Data Types and Sources | |
| |
| |
| Data Management | |
| |
| |
| Data Quality | |
| |
| |
| Organizational Uses of Data | |
| |
| |
| Chapter Summary | |
| |
| |
| Data Checklist | |
| |
| |
| Activities | |
| |
| |
| Reference | |
| |
| |
| Bibliography | |
| |
| |
| |
| Basic Methods of Data Analysis | |
| |
| |
| Introduction | |
| |
| |
| Multivoting | |
| |
| |
| Histograms | |
| |
| |
| Flow Charts | |
| |
| |
| Percent Distribution | |
| |
| |
| Trend Analysis | |
| |
| |
| National Reports | |
| |
| |
| Chapter Summary | |
| |
| |
| Activities | |
| |
| |
| Bibliography | |
| |
| |
| |
| Process Management and System Results | |
| |
| |
| Introduction | |
| |
| |
| Designing and Introducing New Services | |
| |
| |
| Future Trends | |
| |
| |
| Service Delivery | |
| |
| |
| Supplier Performance | |
| |
| |
| A Role for the State Fire Marshall's Office | |
| |
| |
| System Results | |
| |
| |
| Customer Satisfaction | |
| |
| |
| Chapter Summary | |
| |
| |
| Process Management Checklist | |
| |
| |
| Activities | |
| |
| |
| Bibliography | |
| |
| |
| |
| Self-Assessment of Progress | |
| |
| |
| |
| NFIRS Incident Data Elements | |
| |
| |
| |
| Accreditation Programs Related to the Fire Service | |
| |
| |
| Index | |