Tenants in houses owned by local councils and registered social landlords are set to benefit from a new satisfaction survey launched by the National Housing Federation. The service makes use of a standard questionnaire to measure tenant satisfaction levels. Benchmarking will then allow comparison between different organisations.
The National Audit Office has joined other auditing bodies in gearing up to support joined up government. The NAO, which employs 750 staff and audits central departments and other public bodies, has set up a multi-disciplinary team to review cross cutting programmes and themes. Among the first tasks of the team are an investigation into the way central government uses the internet and a study of the initiatives to modernise the way Governments spends twelve billion pounds anually on purchasing. They will also look at successful initiatives to find out what factors contributed to the success.
Cartwright J, Andrews T, Webley P
Total Quality Management, (UK), Jan 99 (10/1)
Start page: 121. No of pages: 8
Discusses the effects of culture change on organizational performance, and follows up previous work which identified nine key psychological processes that underlie total quality work cultures; uses the nine factors questionnaire methodology to investigate changes in the culture of one organisation, and shows how the perceptions of a sample of employees changed over a period of 14 months. Sub-divides the nine factors into personal, organizational, management style and communications, and records the scores against each including both positive and negative aspects. Demonstrates how these results can be used to determine the culture of an organisation, and claims that this approach provides guidance for improvement.
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