TY  - JOUR
AB  - 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.
VL  - 8
IS  - 4
SN  - 0960-4529
DO  - 10.1108/09604529810222532
UR  - https://doi.org/10.1108/09604529810222532
AU  - Brennan Carol
AU  - Douglas Alex
PY  - 1998
Y1  - 1998/01/01
TI  - Developing a process model for standard setting in local government services
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 241
EP  - 247
Y2  - 2024/04/27
ER  -