Quality in public services : managers' choices
Author(s)
Bibliographic Information
Quality in public services : managers' choices
（Public policy and management series）
Open University Press, 1995
- : hbk
- : pbk
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Note
Includes bibliographical references (p. [138]-145) and index
Description and Table of Contents
- Volume
-
: pbk ISBN 9780335191604
Description
The book closes the gap between politicians' rhetoric, public expectations and the day-to-day dilemmas facing managers wanting to improve the quality of public services. It offers a mixture of conceptual clarification and practical awareness of the environment in which public service managers have to work. This is no 'missionary' or 'how to' book that peddles instant solutions. Instead, a variety of approaches to quality definition, implementation and measurement are critically examined. Lessons and experience from practice and research in the public and private sectors give a solid background for readers to develop their own views.
Lucy Gaster disentangles the important aspects of quality, challenges assumptions, and shows that there are no simple solutions. At the same time she provides a framework to enable public service managers to develop and integrate ideas about quality in ways which are relevant to their own day-to-day practice. This framework shows that real choices are available to managers. Values and participation, combined with a real commitment to the ideal of 'public service', are at the heart of the approach adopted in this book. It will appeal to all those wanting a more objective and informed approach to providing quality services.
Table of Contents
Whose quality?
what quality?
principles of implementation
the practice of implementation
quality standards
measuring, monitoring and evaluating
choices for quality
- Volume
-
: hbk ISBN 9780335193493
Description
This work examines a variety of approaches to quality definition, implementation and measurement. Lessons and experience from practice and research in the public and private sectors aim to give a solid background for readers to develop their own views. Lucy Gaster disentangles the important aspects of quality, challenges assumptions and shows that there are no simple solutions. At the same time, she provides a framework to enable public service managers to develop and integrate ideas about quality in ways which are relevant to their own day-to-day practice. This framework aims to show that real choices are available to managers.
Table of Contents
- Whose quality?
- what quality?
- principles of implementation
- the practice of implementation
- quality standards
- measuring, monitoring and evaluating
- choices for quality.
by "Nielsen BookData"
