Skip to main content
Article thumbnail
Location of Repository

Setting Service Standards for Local Government Reception Services

By Mike Donnelly and Ciaran McMullan

Abstract

Analyses the number, distribution and nature of enquiries made at Stirling District Council’s central reception and the times taken by staff to deal with them satisfactorily in order to measure meaningful service standards. A survey of customers was conducted to try to establish a profile of the users of the reception service. With the aid of queuing theory, tries to obtain a better understanding of the way in which reception service quality target levels can be defined, measured, monitored and improved

Publisher: MCB UP Ltd
Year: 1994
OAI identifier: oai:eresearch.qmu.ac.uk:476
Download PDF:
Sorry, we are unable to provide the full text but you may find it at the following location(s):
  • http://dx.doi.org/10.1108/0960... (external link)
  • Suggested articles


    To submit an update or takedown request for this paper, please submit an Update/Correction/Removal Request.