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Providing Quality in the Public Sector

A Practical Approach to Improving Public Services

Format: Hardback
Publisher: Open University Press, Milton Keynes, United Kingdom
Published: 1st Mar 2003
Dimensions: w 154mm h 236mm d 24mm
Weight: 620g
ISBN-10: 0335209564
ISBN-13: 9780335209569
Barcode No: 9780335209569
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. Existing quality philosophies and approaches are examined. Overviews of recent policy on quality in central and local government, the health service, and in public service partnerships are included. Finally, five practitioners present practical 'vignettes' of citizen involvement, local partnerships, and quality improvement in health, housing and local government.

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