Defining and measuring quality in public areas
- Resource Type
- Conference
- Authors
- Guowei Zhu; Jun Huang
- Source
- Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. Services systems and services management Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on. 1:520-523 Vol. 1 2005
- Subject
- Computing and Processing
Area measurement
Quality management
Quality of service
Total quality management
Tides
Organizing
Investments
Manufacturing
Costs
Productivity
- Language
- ISSN
- 2161-1890
2161-1904
The issue of quality of service is becoming increasingly important in the public area as a result of new public management reform. This paper mainly discusses on defining and measuring quality in public areas. The content includes explaining the changing quality concepts in the public areas, selecting the right quality measures and indicators and involving the right stakeholders during the measuring process.