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Books > Social sciences > Sociology, social studies > Social issues
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Quality In Public Services (Paperback, New)
Loot Price: R1,739
Discovery Miles 17 390
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Quality In Public Services (Paperback, New)
Expected to ship within 10 - 15 working days
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The book closes the gap between politicians' rhetoric, public
expectations and the day-to-day dilemmas facing managers wanting to
improve the quality of public services. It offers a mixture of
conceptual clarification and practical awareness of the environment
in which public service managers have to work. This is no
'missionary' or 'how to' book that peddles instant solutions.
Instead, a variety of approaches to quality definition,
implementation and measurement are critically examined. Lessons and
experience from practice and research in the public and private
sectors give a solid background for readers to develop their own
views. Lucy Gaster disentangles the important aspects of quality,
challenges assumptions, and shows that there are no simple
solutions. At the same time she provides a framework to enable
public service managers to develop and integrate ideas about
quality in ways which are relevant to their own day-to-day
practice. This framework shows that real choices are available to
managers. Values and participation, combined with a real commitment
to the ideal of 'public service', are at the heart of the approach
adopted in this book. It will appeal to all those wanting a more
objective and informed approach to providing quality services.
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