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Quality in the Public Sector 2nd Edition Ebook

SKU: HB-0008 Category:

Description

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.
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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Helping
Organisations
Achieve Value for
Money