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The principles of TQM are becoming increasingly important in the public sector due to demands for increased levels of stakeholder satisfaction and government cost reduction and performance programmes. The aim of this paper is to investigate how the principles of total quality management (TQM) are being sustained in the UK public sector by contributing to improved performance levels. Six quality frameworks, which incorporate to various degrees the principles of TQM and which are applied in public sector organisations, were chosen for the study. The research methodology involved focus groups, a survey questionnaire and semi‐structured interviews. The questionnaire response rate was 62 per cent, involving 163 public sector organisational responses. The results indicate that quality frameworks play a key role in improving organisational performance over time. Furthermore, the business excellence model (BEM) and Investors in People (IiP) model were seen as providing a suitable range of improvement mechanisms and performance measures which were relevant to the public sector.

Crosby suggested that “quality is free”. The purpose of this paper is to discuss the argument that, although it is not free, it can reduce costs. The UK’s Benefit Enquiry Line (BEL) for people with disabilities is used to illustrate this. The evolution of quality management systems implemented by BEL is examined. These include Charter Mark, Service First, Investors in People, the Business Excellence Framework and the EFQM Excellence Model. A comparative analysis is undertaken between the findings of the authors and those of other academic writers. Conclusions are drawn as to the appropriateness of these quality initiatives in facilitating continuous improvement at minimal cost.

This paper will investigate whether or not accredited and non‐accredited quality management systems have effected service quality delivery to external customers. The six research sites were selected for their diversity; theatre, art gallery, museum, leisure centre, golf course and amusement park. The diversity was not only in terms of the leisure service offered but in the sector the organisations operated in; public, commercial and voluntary. An evaluation of the management processes was undertaken and several themes emerged which have relevance to other service industries (e.g. number of core services offered). Conclusions are drawn as to the way forward if the service sector wishes to work towards a customer‐orientated culture.

The aim of this publication is to list the catalogues of the Department of Manuscripts which are in regular use. Catalogues which have been superseded by later publications are not normally included, since whatever their historical or bibliographical interest they are no longer everyday working tools. To save space in cross‐reference, the catalogues, etc., here listed have been numbered serially in Clarendon type, thus: 31. This numeration has no other significance.

Asks whether or not the Citizen′s Charter and the ensuing Charter Mark Scheme (1992) are beneficial for those in the service industry and its recipients. Outlines the Charter Mark Scheme′s six standards of service achievement for a number of public sector services. Shows that there is confusion and uncertainty among the public regarding these schemes, but that those involved in competing for Charter Mark awards appear to be achieving results.

The purpose of this paper is to explore the role and relevance of external standards in demonstrating the value and impact of academic library services to their stakeholders.

Two UK standards, Charter Mark and Customer Service Excellence, are evaluated via an exploratory case study, employing multiple data collection techniques. Methods and results of phases 1‐2 of a three phase research project are outlined.

Despite some limitations, standards may assist the manager in demonstrating the value, impact and quality of academic libraries in a recessional environment. Active engagement and partnership with customers is imperative if academic libraries are to be viewed as vital to their parent organisations and thus survive.

This paper provides a systematic evaluation of the role of external accreditation standards in measuring academic library service value and impact.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.