Describes the introduction of a quality initiative in France, where the Angers town hall is leading the way through decentralisation, communications and meeting customers′ needs. Considers that managing service quality is one of the greatest challenges facing local government. Discusses the introduction of quality circles and the resultant problems which led to the town hall developing the concept of the “Group for Problem Resolution”. Summarises the effects of the initiative so far. Concludes there has been a profound change in mentality and culture.
Kochan, A. (1991), "Bonjour le qualite", Managing Service Quality: An International Journal, Vol. 1 No. 1, pp. 47-49. https://doi.org/10.1108/EUM0000000003122Download as .RIS
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