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