Abstracts: November 23rd, 1998

Brennan C, Douglas AManaging Service Quality, (UK), 1998 Vol 8 No 4. Start page: 241. No of pages: 7

Advocates the adoption of standards in local government public service environments, arguing that with the introduction of compulsory competitive tendering UK councils have become increasingly quality conscious in recent years. Defines ‘standards’ and looks at their role. Outlines the development of a standard setting model using an idea originally developed by Zeithaml: reducing the gap between the quality expected and the quality delivered using relevant, understandable, useful, measurable and achievable standards within the resources available. Demonstrates how all this was applied in a Scottish local government situation, citing examples from a number of local councils. Argues that standards should be published and performance measured, partly through feedback from customers and employees. Concludes with a ten-point guide to setting realistic standards.

Subject(s): LOCAL GOVERNMENT, STANDARDS, PUBLIC SECTOR, SCOTLAND, KAIZEN, SERVICE QUALITY Database: MQA: Management of Quality Abstracts Style: Case study, Theoretical with application in practice. Reference: 27AP764

Reproduced by permission of Anbar Management Intelligencehttp://www.anbar.co.uk/management/home.htm