£16.99

Quality in the Public Sector 2nd Edition
[HB2 004]

Quality in the Public Sector 2nd Edition
Setting measurable standards for continuous improvement

This book is one of a series of books entitled Essential Skills for the Public Sector. It sets out ways in which those providing public sector services can clarify what is meant by quality and how quality can be achieved. It considers issues such as setting standards, measuring and monitoring quality and the cost versus the benefit of introducing quality systems. It is increasingly important that quality services are maintained whilst striving towards achieving value for money from public funds. There are worked examples and practical exercises which allow the theory to be put into practice, encouraging self-development and continuous improvement. The style is simple, easy to read, and accessible to staff at all levels within an organisation. It is an essential addition to a manager's toolkit of skills and knowledge.

Size: 150  by 210 
145 Pages
ISBN : 9781899448 82 1
The book covers the following areas:

WHAT IS QUALITY? 
Defining Quality 
Establishing a Quality Framework 
Summary 

SETTING QUALITY STANDARDS 
Purpose of Quality Standards 
Types of Quality Standards 
Developing Standards for Public Sector Services 
Summary 

MEASURING AND MONITORING QUALITY 
Performance Indicators 
Monitoring Techniques 
Summary 

QUALITY MANAGEMENT 
Total Quality Management 
Quality Audits 
Summary 

INVESTING IN QUALITY 
Cost of Quality 
Benefits of Quality 
Cost Benefit Analysis 
Quality and Value for Money 
Summary 

OBTAINING RECOGNISED QUALITY STANDARDS 
ISO 9000 
Investors in People 
Comparisons between ISO9000 and IIP 
Summary 

IMPLEMENTING QUALITY 
Difficulties and Solutions 
Key Steps
 

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