| 000 -LEADER |
|---|
| fixed length control field |
01952naa a2200229uu 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
6834 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20190211154150.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
020912s2005 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) |
|---|
| Koha Dewey Subclass [OBSOLETE] |
PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
BRENNAN, Carol |
| 9 (RLIN) |
1451 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Complaints procedures in local government : |
| Remainder of title |
informing your customers |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Date of publication, distribution, etc. |
2002 |
| 520 3# - SUMMARY, ETC. |
|---|
| Summary, etc. |
Recently, the British Standards Institution (BSI) issued a new satndard: BS 8600:1999 Complaints Management Systems - Guide to Design and Implementation. This standard tends to focus on those systems and procedures that organisations put into motion after a complaint has been received. However, for many customers, particularly of large organisations such as local government services, the problems begin with knowing how to gain access to the complaints system. Int he public sector this visibility usually takes the form of some kink of information leaflet which should detail certain basic information that will allow customers to access the complaints system. This paper develops a framework for and effective customer complaints information leaflet and then evaluates Scottish councils corporate complaints information brochures against this framework to determine whether or not they meet its acceptance criteria for effectiveness. Each leaflet was evaluated against 12 points of good practice developed from both Central Government's guidelines and the new British Standard guidelines. The results showed that although a majority of them met many of the framework criteria, a significant proportion fell well short of what would be deemed acceptable |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Administração Regional |
| 9 (RLIN) |
12242 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Reclamação |
| 9 (RLIN) |
16277 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Satisfação do Cliente |
| 9 (RLIN) |
12074 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
DOUGLAS, Alex |
| 9 (RLIN) |
16278 |
| 773 08 - HOST ITEM ENTRY |
|---|
| Title |
The International Journal of Public Sector Management |
| Related parts |
15, 3, p. 219-236 |
| Place, publisher, and date of publication |
, 2002 |
| Record control number |
|
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20020912 |
| Operator's initials, OID (RLIN) |
Lucima |
| Cataloger's initials, CIN (RLIN) |
Lucimara |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20130910 |
| Operator's initials, OID (RLIN) |
0940^b |
| Cataloger's initials, CIN (RLIN) |
karina |
