Quality in the Public Sector: Essential Skills for the Public Sector

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HB Publications, Nov 1, 2011 - Business & Economics - 139 pages
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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.

Contents include:

  • What is quality?
  • Setting quality standards
  • Measuring and monitoring quality
  • Quality management
  • Investing in quality
  • Obtaining recognised quality standards
  • Implementing quality

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Chapter 1
Chapter 2
Exercise 1
Exercise 2
Exercise 3
Chapter 3
Exercise 4
Exercise 5
Exercise 12
Chapter 7
Exercise 13
Chapter 8
Exercise 14
Solutions to Exercises
Solutions to Exercises
Solution to Exercise 1

Chapter 4
Exercise 6
Exercise 7
Exercise 8
Chapter 5
Exercise 9
Exercise 10
Chapter 6
Exercise 11
Solution to Exercise 2
Solution to Exercise 4
Solution to Exercise 6
Solution to Exercise 7
Solution to Exercise 9
Solution to Exercise 11
Solution to Exercise 13

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About the author (2011)

The authors, Jennifer Bean and Lascelles Hussey are both chartered accountants, MBA graduates and highly experienced management consultants. They have spent over 25 years training and advising public sector managers in all aspects of finance, budgeting, business planning, quality and value for money. Their success has been in making these subjects relevant to the public sector in a practical way.

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