Focus on the customer : managing for continuous improvement of safety performance

<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/MARC21/slim http://www.loc.gov/standards/marcxml/schema/MARC21slim.xsd">
  <record>
    <leader>00000nab a2200000 i 4500</leader>
    <controlfield tag="001">MAP20071030325</controlfield>
    <controlfield tag="003">MAP</controlfield>
    <controlfield tag="005">20080418122031.0</controlfield>
    <controlfield tag="008">980608e19950201usa||||    | |00010|eng d</controlfield>
    <datafield tag="040" ind1=" " ind2=" ">
      <subfield code="a">MAP</subfield>
      <subfield code="b">spa</subfield>
    </datafield>
    <datafield tag="084" ind1=" " ind2=" ">
      <subfield code="a">870</subfield>
    </datafield>
    <datafield tag="100" ind1="1" ind2=" ">
      <subfield code="0">MAPA20080179533</subfield>
      <subfield code="a">Smith, Thomas A.</subfield>
    </datafield>
    <datafield tag="245" ind1="1" ind2="0">
      <subfield code="a">Focus on the customer</subfield>
      <subfield code="b">: managing for continuous improvement of safety performance</subfield>
      <subfield code="c">by Thomas A. Smith</subfield>
    </datafield>
    <datafield tag="520" ind1=" " ind2=" ">
      <subfield code="a">Redefining who are the key customers of the safety department will lead to a new philosophy and improved methods of safety management. Employees'intrinsic motivation to perform safely must be restored. Although no government regulations mandate it, companies voluntarily are adopting high customer satisfaction as a goal because it is good business. Much evidence suggests that employees will work with management to improve the system. Intrinsic motivators are a key untapped resource for continuous improvement in safety. Employes do not intentionally make mistakes or get injured. Imagine what can be accomplished by applying the principles of continuous improvement of customer satisfaction to employee safety. Rethinking the sequence of who should receive priority attention with regard to safety will place the focus where it should be-on employees</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080629724</subfield>
      <subfield code="a">Seguridad e higiene en el trabajo</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080610968</subfield>
      <subfield code="a">Gestión de la seguridad</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080614942</subfield>
      <subfield code="a">Prevención de accidentes</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080591960</subfield>
      <subfield code="a">Métodos de análisis</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080600389</subfield>
      <subfield code="a">Comportamiento humano</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080555313</subfield>
      <subfield code="a">Motivación</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080635299</subfield>
      <subfield code="a">Participación de los trabajadores en la empresa</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080593483</subfield>
      <subfield code="a">Servicio al cliente</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080589370</subfield>
      <subfield code="a">Calidad de servicio</subfield>
    </datafield>
    <datafield tag="740" ind1="0" ind2=" ">
      <subfield code="a">Professional safety</subfield>
    </datafield>
    <datafield tag="773" ind1="0" ind2=" ">
      <subfield code="t">Professional safety : journal of the American Society of Safety Engineers</subfield>
      <subfield code="d">Des Plaines, Illinois</subfield>
      <subfield code="g">nº 2 February 1995 ; p. 18-23</subfield>
    </datafield>
  </record>
</collection>