This paper sets out a process model for standard setting in local government services. It aims to show how service providers can generate standards which are more relevant to their consumers yet can be achieved within the constraints faced by local councils. The model is based on results from research surveys carried out with Scottish local authorities. The research found that key stakeholders can make an important contribution to the process of setting useful standards and that these standards should be published and measured. Feedback on the performance of standards was also considered to be an important way to close the loop on a quality approach to setting standards.
Brennan, C. and Douglas, A. (1998), "Developing a process model for standard setting in local government services", Managing Service Quality: An International Journal, Vol. 8 No. 4, pp. 241-247. https://doi.org/10.1108/09604529810222532Download as .RIS
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