MINISTRY OF CIVIL SERVICE & ADMINISTRATIVE REFORMS

Civil Service Library

List of selected books for reference

Training course on Total Quality Management (TQM)

S/N TITLE AUTHOR

1. Customer Satisfaction- Completing the Kiat, Koh

productivity equation
2. Researching Customer Satisfaction & Szwarc, Paul
Loyalty
3. Achieving excellence through customer Tschohl, J
service
4. Benchmarking customer service` Peters, Glen
5. Best practices in customer service Zemke, Ron
6. Creating customer driven quality Singh, Akilesh N.
7. Customer service nightmares 100 tales of Friedman, Nancy
the worst experiences possible, and hoe
they could have been fixed
8. Empowering the customer- The citizen in Ayeni, Victor
the public sector reform
9. Great customer service on the telephone Anderson, Kristin

1 Customer care- How to create an effective Cook, Sarah

0. customer focus
1 Promoting good governance: Principles, Agere, Sam
1. practices and perspectives
1 E – Governance: Concepts and case studies Prabhu C. S. R
2.

1 Gemba Kaizen a commonsense, low – Cost Zee Bibi Van Der

3. approach to management McGraw-Hill
1 Administrative Reforms: A case study of Saxena Pradeep RBSA
4. major countries
1 Organisation Development a human Napal, G
5. resourse strategy approach to change
management
1 Selected cases in Human Resource and Storey, John
6. Change Management
1 Business Ethics: Ethical decision making Ferrell, O. C
S/N TITLE AUTHOR

and cases
1 Business Ethics a global and managerial Fritzsche, David. J.
8. perspective
S/N TITLE AUTHOR

1 Business Ethics and Values individual, Fisher, Collin

9. corporate and International perspectives
2 Business Ethics: Managing corporate Crane, Andrew
0. citizenship and sustainability in the age of
globalization
2 Ethics at Work Havard Business
1. Review

2 Ethics in organization – Values, Codes, Murray, David

2. Vision, Strategies, Action
2 Ethics in public relations a guide to best Parsons, Patricia J.
3. practice
2 HRM Ethics perspectives for a new Gravett, linda
4. millennium
2 Professional Ethics Jayshree Suresh
5.

2 Professional Ethics and Etiquette Viva Career Skills

6. Library
2 Administrative Reforms: A case study of Saxena Pradeep
7. major countries
2 An outsider’s inside view, management Kaul, Mohan
8. reforms in government – A review of
International practices and strategies
2 Building Quality service with competency Wagen, Lynn Van Der
9. based Human Resource Management
3 Delivery Quality services – Balancing Zeithaml, Valeriea
0. customer perceptions and expectations
3 Quality service what every Hospitality Jones, Pam
1. Manager needs to know
3 Preparation implementation & Registration Singh, A. N
2. of ISO 9000 Quality System
3 Managing Industrial conflict – Seven major Meredeen, Sander
3. disputes
3 Employee Relations in an organizational Daniels, Kathy
4. context
3 Employee Relations: How to build strong Dicker Laurie
5. relationships with your employees
S/N TITLE AUTHOR

3 The Dynamics of employees relations Blyton, Paul

6.

3 The managers pocket guide to employee Fitzwater, Terry

7. relations
3 Brilliant Negotiations: What the best Peeling, Nic
8. negotiators know and say
S/N TITLE AUTHOR

3 More effective communication – A manual Vilanilam, J. V

9. for professionals
4 A passion for Excellence: The Leadership Peters, Tom
0. difference
4 Comment Developper son Leadership 6 Blanchard Ken
1. preceptes pour les Managers
4 Develop your Leadership Skills Adair, John
2.

4 Executive charisma six steps to mastering Benton, D. A

3. the art of Leadership
4 Gandhi personal Leadership: Lessons from Kumarasamy, Anand
4. the life and Times of India’s visionary leader
4 Lasting Leadership: What you can learn Pandya, Mukul
5. from the top 25 business people of our
times
4 Leadership & Corporate Governance Vedpuriswar, A. V
6.

4 Leadership in Public Organisations Van Wart, Montmery

7.

4 7 days to rewarding change Yardley, Garry

8.

4 A handbook of employee reward Armstrong, M

9. management and practice
5 Reward Management – A handbook of Armstrong, Michael
0. remuneration strategy and practice
5 The talent factor – Key strategies for Lunn, Terry
1. recruiting, rewarding and retaining top
performers
5 100 methods for TQM Lucey, Terry
2.

5 Advancing Quality – Total quality Joss, Richard

3. management in the national health service
5 Beyond TQM – Toward the emerging Bounds, Greg
4. paradigm
5 Breakthrough thinking in TQM Hoffherr, Glen
5.

5 Handbook of TQM Mohanty, R. P

S/N TITLE AUTHOR

5 Putting TQM to work Sashkin, Marshall

7.

5 Quality Management: Introduction to TQM Goetsch, David

8. for production, processing and services
5 The five pillars of TQM: How to make TQM Creech, Bill
9. work for you
6 Designing Performance Appraisals – Agere, Sam
0. Assessing needs and designing performance
management systems in the public sector
6 Conflict and Control in Welfare Policy – The Gould, Arthur
1. Swedish experience
6 Effective conflict management developing Westerman, John
2. management skills
6 Meditation for Managers resolving conflict Crawley, John
3. and rebuilding relationships at work
6 The Manager’s pocket guide to dealing with Hart, Lois
4. conflict

6 Briiliant questions for great interviews: How Walker, Dee

5. to make sure you hire the right person for
the job
6 Interviewing and Recruiting Dukes, Chris
6.

6 Interviewing and Counselling Chapman, Jenny

7.

6 Questionnaire Design, Interviewing and Oppenheim, A. N

8. Measurement
6 Succeeding at interviews Verity, Judith
9.

7 Motivating and managing performance Zemke, Ron

0.

7 Essentials of a good performance appraisal Ochiai, Kozo

1. system