Title :
Defining and measuring quality in public areas
Author :
Zhu, Guowei ; Huang, Jun
Author_Institution :
Manage. Sch., Shanghai Jiao Tong Univ., China
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;
Conference_Titel :
Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on
Print_ISBN :
0-7803-8971-9
DOI :
10.1109/ICSSSM.2005.1499527
