Lucy Gaster and Amanda SquiresThis book argues that if public services are to be ‘reformed’ or ‘improved’, achieving the best possible quality of service is essential. It starts from the premise that citizens and users are the key ‘stakeholders’. They need to be consulted and involved at every stage. Within inevitable resource constraints, it is their needs, balanced with those of society, which must be met. Service providers need to change their culture and behaviour to make this happen. This book presents a straightforward and comprehensive model for understanding quality and putting it into practice. It is essential reading for public policy, local, government, health, housing and the voluntary sector.
Published by the Open University Press. ISBN 0 335 20955 6. Price 19.99 pounds. http://www.openup.co.uk