Public awareness

Describes the pressures on public sector services to become more profitable and competitive as well as increasing Service quality to their customers. Details the particular characteristics that define “customer” and “service”. Provides a method of managing for quality, including the setting of quality goals, identifying customer requirements and creating performance standards relating to the quality goals. Offers ways of facilitating the adoption of these standards, one of which is benchmarking; a second is accreditation to ISO 9000 standards; and a third is Training and rewarding people for quality.