Providing quality in the public sector: a practical approach to improving public services

Part I: Setting the scene 1.Introduction 2.The Public Policy context Part II:The Theory 3.The conceptual framework:stakeholders, values, objectives and definitions. 4.Implementing quality 5.Standards, monitoring and evaluation Part III: Learning from each other - overviews 6.Quality in central government 7.Quality in local government 8.Quality in health 9.Quality issues in partnership working Part IV: Quality in Practice 10.Quality from the citizen's perspective:campaigning, consultation and involvement 11.Partnership and Participation:better government for older people in South Lanarkshire 12.Making it work in health: a stakeholder model for quality management 13.Making it work in housing:choice and need in social housing 14. making it work in local government: experiences of Tameside MBC Part V: Conclusions 15. Conclusions and Reflections Appendix Bibliography Index.

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This book argues that if public services are to be 'reformed' or 'improved', achieving the best possible quality of service is essential. 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 behavior 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, in 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. ""Providing Quality in the Public Sector"" is essential reading for students and practitioners in the fields of public policy, local government, health, housing and the voluntary sector.