SETTING STANDARDS FOR RECEPTION SERVICES IN UK LOCAL-AUTHORITIES

Authors
DONNELLY M
Citation
M. Donnelly, SETTING STANDARDS FOR RECEPTION SERVICES IN UK LOCAL-AUTHORITIES, Total quality management, 7(1), 1996, pp. 51-66
Citations number
21
Categorie Soggetti
Management
Journal title
Total quality management → ACNP
ISSN journal
09544127
Volume
7
Issue
1
Year of publication
1996
Pages
51 - 66
Database
ISI
SICI code
0954-4127(1996)7:1<51:SSFRSI>2.0.ZU;2-D
Abstract
Setting standards for local government services is discussed in the co ntext of quality management with reference to a council's reception se rvice. A case analysis is presented which examines customer enquiry pa tterns, service times and customer satisfaction and perceptions of a S cottish local authority's central reception service. Queuing theory is applied to determine the efficiency and effectiveness of alternative staffing levels.