Abstracts: April 23rd, 1999

Donnelly M
Managing Service Quality, (UK), 1999 Vol 9 No 1. Start page: 47 . No of pages: 6

Examines responses to quality initiatives in the UK public sector and points to a change in outlook since the election of a Labour government in 1997; briefly outlines the ‘Best Value’ approach to which public sector organizations are now supposed to work. Discusses the aims of public-sector services which have broader societal aims than just direct service provision. Explores the logic of quality as it may be applied to public services and states that practical circumstances and aims differ from those in private enterprises. Looks at the nature of public services, the customers and the decision makers, and the complex nature of the relationships and goals. Argues that in spite of the high uptake of quality awards and initiatives in the public sector, the quality movement has yet to provide a model which addresses the true nature of public services.

Subject(s): PUBLIC SECTOR, SERVICE QUALITY, UNITED KINGDOM, LOCAL GOVERNMENT
Database: TMA: Top Management Abstracts MQA: Management of Quality Abstracts. Style: Comparative/evaluation

ISSN: 0960-4529. Reference: 28AE847

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