Archives for January 4th, 1999

DRIVER FOR SURE START CHOSEN

Headlines, PublicNet: 4 January, 1999

Education and Employment Secretary David Blunkett says a chief executive from the charity sector will provide the experience of locally-provided early years work to make the new Sure Start Unit a success.As head of the unit Naomi Eisenstadt will spend 540 million pounds over the next three years, working with parents in areas of need to promote the physical, intellectual, social and emotional development of children under four.

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WAITING LIST SUCCESS EARNS EXTRA CASH

Headlines, PublicNet: 4 January, 1999

Hospital trusts that are reducing waiting lists are those that will share from the Government’s Performance Fund.An extra 32 million pounds, held back from the original waiting time fighting fund announced last year, is to go to those areas which are already succeeding.

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CONTINUOUS IMPROVEMENT IN PUBLIC SERVICES

Abstracts, PublicNet: 4 January, 1999

Curry A, Herbert DManaging Service Quality, (UK), 1998 Vol 8 No 5 Start page: 339. No of pages: 11

Highlights the importance of measuring service quality in public service organizations, stating that client quality, professional quality and management quality all need to be carefully evaluated. Aims to demonstrate the relevance to services measurement of the Servqual model and of quality function deployment (QFD). Identifies criteria for measuring service quality: tangibles; reliability; responsiveness; assurance; and empathy. Discusses many of the ‘gaps’ experienced by customers. Describes QFD in detail and develops a logical progression from Servqual. Presents two short case studies: the first in a psychological service and the second in a careers advisory service, both in Scotland, and outlines how QFD, in association with process mapping, has been used to improve service and enhance staff motivation and understanding.

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