Setting standards for reception services in UK local authorities

被引：1
|
作者：
Donnelly, M
机构：
[1] Scottish Loc. Authorities Mgmt. Ctr., University of Strathclyde
来源：
TOTAL QUALITY MANAGEMENT | 1996年 / 7卷 / 01期
关键词：
D O I：
10.1080/09544129650035043
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
Setting standards for local government services is discussed in the context of quality management with reference to a council's reception service. A case analysis is presented which examines customer enquiry patterns, service times and customer satisfaction and perceptions of a Scottish local authority's central reception service. Queuing theory is applied to determine the efficiency and effectiveness of alternative staffing levels.
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页码：51 / 66
页数：16
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