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Introducing New Approaches

Improved Public Service Delivery

image of Introducing New Approaches

Economic realities have led many governments to review the programmes they deliver and the way they deliver them, and to ask if there are other methods of service delivery that are more responsive to clients' needs, and more cost effective. This work shows that any new approach must take into account a whole variety of factors. It sets out various practices for better service provision which have emerged across the Commonwealth, emphasising the choice available.

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Improving Quality Management

Quality management is the creation of a culture of commitment to identifying and meeting customer requirements throughout whole organisations, within available resources. The approach defines standards for each area of activity, from which performance standards are set for each member of staff and unit of management. Performance is then regularly assessed against customer expectations and satisfaction.

English

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