MARC record from Internet Archive

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008 940613s1995 enka b 001 0 eng
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050 00 $aJN425$b.G375 1995
080 0 $a352.31
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100 1 $aGaster, Lucy,$d1940-
245 10 $aQuality in public services :$bmanagers' choices /$cLucy Gaster.
260 $aBuckingham [England] ;$aPhiladelphia :$bOpen University Press,$c1995.
300 $aix, 149 pages :$billustrations ;$c24 cm.
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
490 1 $aPublic policy and management
504 $aIncludes bibliographical references (pages 138-145) and index.
505 0 $a1. Introduction -- 2. Whose quality? -- 3. What quality? -- 4. Principles of implementation -- 5. The practice of implementation -- 6. Quality standards -- 7. Measuring, monitoring, evaluating -- 8. Choices for quality.
520 $aThis 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.
520 8 $aLucy 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.
650 0 $aPublic administration$zGreat Britain.
650 0 $aMunicipal services$zGreat Britain$xManagement.
650 6 $aAdministration publique (Science)$zGrande-Bretagne.
650 6 $aServices municipaux$zGrande-Bretagne$xGestion.
650 7 $aMunicipal services$xManagement.$2fast$0(OCoLC)fst01029461
650 7 $aPublic administration.$2fast$0(OCoLC)fst01081976
651 7 $aGreat Britain.$2fast$0(OCoLC)fst01204623
650 7 $aQualitätsmanagement$2gnd
650 7 $aVerwaltung$2gnd
650 17 $aOpenbare dienstverlening.$2gtt
650 17 $aKwaliteitszorg.$2gtt
650 17 $aManagement.$2gtt
650 7 $aAdministration publique$zGrande-Bretagne.$2ram
650 7 $aAdministration locale$zGrande-Bretagne.$2ram
653 0 $aLocal government$aQuality control
653 0 $aGreat Britain
830 0 $aPublic policy and management.
856 41 $3Table of contents$uhttp://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=006762832&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
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