Ayeni, Victor <br/><br/>
Empowering the customer :  the citizen in public sector reform / 
por Victor Ayeni. -- 
 - London :  Commonwealth Secretariat,  2001. 
 - 63 p. :  il. 
 - Managing the Public Service. Strategies for Improvement Series;  13. .
<br/><br/> 1. Introduction.  - Thinking differently.  - Empowered customer.  - 2. Developing customer orientation.  - The continuing demand for quality.  - Citizens as customers.  - Recent initiatives.  - 3. Empowering the socially deprived.  - The socially deprived and vulnerable.  - Meeting the needs of socially deprived groups.  - Giving voice to the vulnerable.  - 4. Charters and service standards.  - What is a service charter?  - Charter themes and development.  - Impact and achievements.  - 5. Developing and implementing service charters.  - Introduction.  - Key implementation steps.  - Problems to watch.  - 6. The service charter in practice.  - Background.  - The charter in operation since 1991.  - What has the charter achieved?  - Future plans for the charter.  - 7. Consumer protection institutions and strategies.  - Introduction.  - Legislation.  - Consumer organisations.  - Consumer education and representation.  - Redress.  - 8. Consumer organisations at work.  - The space for consumer organisations.  - The history of the consumers organisation of Canada since 1897.  - Four institutions crucial to market success.  - What does the canadian experience mean for other countries?  - 9. Product testing and quality assurance.  - Introduction.  - Comparative product testing.  - Safety standards and ensuring quality. 
<br/><br/><label>ISBN: </label>080926491 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Reforma Administrativa<br/>Serviço Público<br/> Setor Público<br/>Atendimento ao Cidadão<br/>Cidadania<br/>Qualidade<br/>Reino Unido