Improving customer orientation through service characters

Improving customer orientation through service characters

Löffler, Elke; Parrado, Salvador; Zmeškal, Tomáš

URI: http://elib.ipa.government.bg:8080/xmlui/handle/123456789/814

Date: 2003-01-01

Abstract:

A handbook for improving quality of public services

Description:

The Handbook has been written with the aim of giving the reader a ‘How To Do It’ guide, with lots of examples and illustrations of service charters. We intend that it will help readers to make a well-informed decision on choosing service charters as a quality improvement tool and to understand the necessary steps in draft - ing and using service charters eff ectively. In this way, we hope that the ideas in the book will help readers to make a greater contribution to their agency and to its key stakeholders.

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