Donnelly, Mike (1996) Setting standards for reception services in UK local authorities. Total Quality Management, 7 (1). pp. 51-66. ISSN 09544127
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Official URL: http://dx.doi.org/10.1080/09544129650035043
Setting standards for local government services is discussed in the context of quality management with reference to a council's reception service. A case analysis is presented which examines customer enquiry patterns, service times and customer satisfaction and perceptions of a Scottish local authority's central reception service. Queuing theory is applied to determine the efficiency and effectiveness of alternative staffing levels .
|Deposited On:||27 Apr 2009 19:56|
|Last Modified:||07 Jul 2011 10:55|
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