Setting standards for reception services in UK local authorities

Donnelly, Mike (1996) Setting standards for reception services in UK local authorities. Total Quality Management, 7 (1). pp. 51-66. ISSN 09544127

[img] PDF
443.pdf
Restricted to Repository staff only

Download (3MB) | Request a copy
Official URL: http://dx.doi.org/10.1080/09544129650035043

Abstract

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 .

Item Type: Article
Divisions: School of Arts, Social Sciences and Management > Business, Enterprise & Management
Date Deposited: 27 Apr 2009 18:56
Last Modified: 19 Mar 2014 12:55
URI: http://eresearch.qmu.ac.uk/id/eprint/443

Statistics

Downloads
Activity Overview
1Download
241Hits

Actions (login required)

Edit Item Edit Item