000			01224naa a2200169uu 4500
001			8012418082910
003			OSt
005			20190211163354.0
008			080124s2008 xx ||||gr |0|| 0 eng d
100	1		_aCURRY, Gregory _933518
245	1	0	_aCase study : _bimproving customer service at the NSW registry of births, deaths and marriages
260			_aBrisbane Queensland : _bBlackwell Publishers, _cMarch 2007
520	3		_aThe NSW Registry of Births, Deaths and Marriages met the challenge of increased customer demand by changing its approach to managing and allocating its resources. The Registry cut customer waiting times by 90% while dealing with 12% higher demand. This article shows how a public sector organisation can provide the level of customer service expected by the 21st century community without compromising its core business. The Registry used statistical and management tools to engage staff. The changes made were incremental, but achieved remarkable gains in performance
773	0	8	_tAustralian Journal of Public Administration : AJPA _g66, 1, p. 104-111 _dBrisbane Queensland : Blackwell Publishers, March 2007 _xISSN 03136647 _w
942			_cS
998			_a20080124 _b1808^b _cTiago
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c25540 _d25540
041			_aeng