Describes how Milton Keynes Borough Council has committed itself to the provision of high quality services and is now moving towards its goal of becoming a leader in quality service delivery. Maintains that quality audits are a vital component in their service improvement initiative, with the aim of ensuring that the service meets the needs and expectations of the public. Outlines the development of pilot consumer contracts involving refuse collection and graffiti removal. Looks at the results of a survey of residents′ attitudes towards the council and council services.
Chase, R. (1992), "A service guarantee", Managing Service Quality: An International Journal, Vol. 2 No. 1, pp. 39-43. https://doi.org/10.1108/09604529210029029
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