... 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...

... care Ireland Public sector Quality Effectiveness European Foundation for Quality Management Gaucher and Coffey (1990) confirmed that implementing a process of total quality management (TQM) in health care is a pragmatic, specific, and systematic methodology. However, this requires a firm...

... improvement although, interestingly, this is an area little discussed in the literature. The key uses are described in turn. Clearly, from a Best Value perspective the measurement of service quality in the public sector should take into account customer expectations of service as well as perceptions...

... level in order to develop quality control systems. Presents an application of the approach to the case of the water supply service in Italy. © MCB UP Limited 2001 Public sector Service Quality management Performance measurement Water industry During the 1990s, public service...

... the key outcomes for his/her program. Each year, the board receives a complete evaluation of each program. © MCB UP Limited 2000 Performance measurement Public sector Case studies Legal profession The Oregon State Bar (OSB) is a public corporation, an instrumentality of the Oregon...

...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...

... to evaluate quality of service and these criteria are gathered under the five following headings: Customer requirements Innovation Operations management Public sector Service quality Strategy New strategies of control and delivery are changing the nature of service provision, the main...

...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. Public sector Quality function deployment Scotland Service quality The link with Servqual lies in its...

... can also serve as a learning frame for generating discussions on current issues in any organization. © MCB UP Limited 1998 Conflict Dispute resolutions Mediation Performance Public sector When Mrs Bailey retired from her position of unpostable department supervisor, a position...

... 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...

... Limited 1994 Public sector TQM Jon Choppin considers the use of industrial ideas of TQM, within a public service environment and identifies five considerations or “thought filters”, necessary to construct the culture required for a successful TQ initiative within the public service...

... framework for all agencies. To assist the integration of community safety initiatives. To enhance co‐ordination through corporate policies. To reduce the cost of crime. Local government Partnering Public sector Service Service industries United Kingdom In the most recent issue...

...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...

... 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 Gives an overview of interest in, and development of, quality management in local government. Outlines the process of transferring quality management to public sector services, highlighting a number of obstacles. Lists a number of external pressures that are forcing...