1. Introduction : the need for improved global service quality -- 2. Applying total quality service concepts to public and nonprofit organizations -- 3. From quality control to continuous improvement -- 4. People power : total quality human resources, participation, training, and empowerment -- 5. Monitoring process, costs, quality, and productivity -- 6. Rewarding service quality improvement -- 7. Managing performance in the public sector -- 8. Preserving the future : improving quality in education -- 9. Implementing continuous quality healthcare improvement -- 10. Leadership for service quality improvement -- App. A. The eternally successful organization grid -- App. B. Deming's 14 points -- App. C. Crosby's 14 steps -- App. D. 2004 criteria for performance excellence - item listing -- App. E. Are we making progress? -- App. F. State quality award programs.