DocumentCode
3566657
Title
Defining and measuring quality in public areas
Author
Zhu, Guowei ; Huang, Jun
Author_Institution
Manage. Sch., Shanghai Jiao Tong Univ., China
Volume
1
fYear
2005
Firstpage
520
Abstract
The issue of quality of service is becoming increasingly important in the public area as a result of new public management reform. This paper mainly discusses on defining and measuring quality in public areas. The content includes explaining the changing quality concepts in the public areas, selecting the right quality measures and indicators and involving the right stakeholders during the measuring process.
Keywords
customer services; public administration; quality management; public areas; public management reform; service quality; stakeholder; Area measurement; Costs; Investments; Manufacturing; Organizing; Productivity; Quality management; Quality of service; Tides; Total quality management;
fLanguage
English
Publisher
ieee
Conference_Titel
Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on
Print_ISBN
0-7803-8971-9
Type
conf
DOI
10.1109/ICSSSM.2005.1499527
Filename
1499527
Link To Document