Providing Quality in the Public Sector: A Practical Approach to Improving Public Services

By Lucy Gaster; Amanda Squires et al. | Go to book overview

Providing Quality in the
Public Sector

A Practical Approach to Improving
Public Services

Lucy Gaster and Amanda Squires
with John Crawley, Michael Greenwood,
Tessa Harding, Carol Hayden and Pat Scrutton

Open University Press

Maidenhead Philadelphia

-iii-

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Providing Quality in the Public Sector: A Practical Approach to Improving Public Services
Table of contents

Table of contents

  • Title Page iii
  • Contents vii
  • Figures, Tables and Annexes ix
  • About the Authors xi
  • Preface and Acknowledgements xiii
  • Part I - Setting the Scene 1
  • 1: Introduction 3
  • 2: The Public Policy Context 16
  • Part II - The Theory 37
  • 3: The Conceptual Framework 39
  • 4: Implementing Quality 63
  • 5: Standards, Monitoring and Evaluation 87
  • Part III - Learning from Each Other — Overviews 101
  • 6: Quality in Central Government 103
  • 7: Quality in Local Government 117
  • 8: Quality in Health 138
  • 9: Quality Issues in Partnership Working 155
  • Part IV - Quality in Practice 173
  • 10: Quality from the Citizen's Perspective 175
  • 11: Partnership and Participation 191
  • 12: Making It Work in Health 205
  • 13: Making It Work in Housing 213
  • 14: Making It Work in Local Government 230
  • Part V - Conclusions 243
  • 15: Conclusions and Reflections 245
  • Appendix - The Language of Quality - a Glossary of Terms 259
  • Bibliography 272
  • Index - Antipater of Tarsus from His on Marriage 285
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