Today's fire departments are faced with many challenges and increasing demands. Chief Fire Officers must continually strive to improve their department's service and cost effectiveness, while maintaining a level of excellence. This resource demonstrates that the way to meet these demands is through Quality Improvement Programsthrough planning, training, and teamworkthat not only meet the department's needs, but also exceed their customer's expectations. It raises consciousness about them, demonstrates the need for them, explains the benefits of them, and presents a few of the techniques to show that they are feasible and achievable in the fire service today. Features: Discusses the Total Quality Leadership program and why it is essential for organizational success. Highlights ways to identify improvement areas. Details problem-solving tools for quality improvements. Discusses ways of measuring customer expectations and satisfaction. Additional Titles of Interest Edwards, Fire Service Personal Management (0-13-012885-6) Janing/Sacks, Achieving Excellence in the Fire Service (0-13-042208-8) Smith, Strategic and Tactical Considerations on the Fireground (0-13-061451-3)Commission on Fire Accreditation International is the author of 'Exceeding Customer Expectations Quality Concepts for the Fire Service' with ISBN 9780130384942 and ISBN 0130384941.