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Setting Service Standards for Local Government Reception Services

Mike Donnelly (At the Department of Management Science, University of Stirling)
Ciaran H. McMullan (Business Analyst for the Profit Improvement Unit, Abbey National plc.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 1994

643

Abstract

Analyses the number, distribution and nature of enquiries made at Stirling District Council’s central reception and the times taken by staff to deal with them satisfactorily in order to measure meaningful service standards. A survey of customers was conducted to try to establish a profile of the users of the reception service. With the aid of queuing theory, tries to obtain a better understanding of the way in which reception service quality target levels can be defined, measured, monitored and improved.

Keywords

Citation

Donnelly, M. and McMullan, C.H. (1994), "Setting Service Standards for Local Government Reception Services", Managing Service Quality: An International Journal, Vol. 4 No. 5, pp. 42-47. https://doi.org/10.1108/09604529410068484

Publisher

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MCB UP Ltd

Copyright © 1994, MCB UP Limited

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