... providers in the public sector. Design/methodology/approach – The paper applies an interventionist research design, in which the componentization approach is implemented in one case organization. Findings – The paper finds that componentization increases the service orientation of specialized...

... employees, complemented by documentary analysis, to investigate how the introduction of e‐government has affected service design in two Swedish public‐sector organisations. Findings The analysis reveals five dimensions of change in the design of services as a result of the introduction of e‐government...

... the concept of quality and its application to the public sector and discusses e‐government, the latest manifestation of attempts to improve quality in government. The paper also reports on a survey of senior personnel across the three levels of government in Australia. The results of the survey and other...

... quality improvement through determination, education, and implementation, supported by visionary and involved leadership in all areas, a multi‐talented enthusiastic clinical audit department, and a high‐quality dedicated staff. © MCB UP Limited 2002 Health care Ireland Public sector...

...) to comment: There seems little doubt that … SERVQUAL has proved to be the most popular instrument for measuring service quality. The number of public sector applications, however, is relatively sparse with many of these in the US health sector with its pseudo‐commercial characteristics...

... level in order to develop quality control systems. Presents an application of the approach to the case of the water supply service in Italy. Some public sector organisations have tended to follow a strategy for quality improvement that is somewhat fragmented in that it commences with one particular...

.... The study will show that multiple indicators are necessary at various points in time during the year in order to measure fully whether the desired results are on track for the year. Performance measurement Public sector Case studies Legal profession The program outcomes were also linked...

...Frank Dewhurst; Angel R. Martínez‐Lorente; Barrie G. Dale This paper explores the application of total quality management (TQM) to public sector organisations. The examination of the operating characteristics of these organisations has been made against ten dimensions of TQM (e.g. supplier...

.... Sound operational management involves putting in place the right arrangements for managing services more effectively and ensuring that managers have greater control over resources, decision making and performance. Customer requirements Innovation Operations management Public sector Service...

...Mike Donnelly This paper explores some of the complexities of the public sector as they relate to the formation of strategy for the management of quality. Key issues analysed include the importance of the particular mission and responsibilities of the public sector; the range and influence...

... sector is being increasingly confirmed and they do offer a way forward for the future in terms of achieving the difficult and never‐ending task of continuous improvement in public services. © MCB UP Limited 1998 Public sector Quality function deployment Scotland Service quality...

... alternative solutions, evaluating alternative solutions, and reaching agreement (see Table I). Conflict Dispute resolutions Mediation Performance Public sector The unpostable department at the Tax Service Center, in Riverside, had the responsibility of identifying and correcting computer...

... and the experience of the author in total quality practices. Compulsory competitive tendering ISO 9000 Organizational change Public sector Service quality TQM Leicester City Council (LCC) considers that quality management is the essential prerequisite for the delivery of quality services to customers...

... Customer satisfaction Public sector The 1990s have seen a dramatic change in customer expectations concerning service quality and standards, and have witnessed a corresponding increase in the numbers of complaints from dissatisfied customers. In response, many organizations have established high...

...Sonny Nwankwo; Bill Richardson Advocates a value‐based approach to achieving and managing customer service. Sees quality as being on a low‐profile path in public sector organizations. Describes four stages – ideation, design, delivery and maintenance – by which a turnaround to a high‐profile path...

...” in the public services, treating the larger manufacturing companies as if they were honorary members of the “Club of the Wise and Wonderful”. These advocates seem to overlook our current trading deficit, but no matter, these guys have magic, they make money! © MCB UP Limited 1994 Public sector TQM...

... Limited 1994 Local government Partnering Public sector Service Service industries United Kingdom In the most recent issue of Managing Service Quality (Vol. 4 No. 2) Tony Rounthwaite examined how successful partnerships in the public service sector can be achieved through a process...

... Service Achievement Centres which deliver services. © MCB UP Limited 1993 CANNOCK CHASE DISTRICT COUNCIL PUBLIC SECTOR CUSTOMER SATISFACTION SERVICE INDUSTRIES Quality conversion the local community. But, at Cannock Chase we see the impor­ tance in treating our community as our customers...

...S. Speller; A. Ghobadian Second of two articles focusing on public sector service quality. Looks at a number of local authority case studies, and benchmarks these against the service quality model of Parasuraman, Zeithaml and Berry. © MCB UP Limited 1993 BENCHMARKING PUBLIC SECTOR...

...C. Ashton Briefly reports on how various public sector groups in the north east of England are advancing theirquality management by coherently focusing on customers and their needs. Details a number of public sector areas where the programme has been implemented, including healthcare. © MCB UP...