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_aAyeni, Victor _9651 |
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_aEmpowering the customer : _bthe citizen in public sector reform / _cpor Victor Ayeni. -- |
| 260 |
_aLondon : _bCommonwealth Secretariat, _c2001. |
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| 300 |
_a63 p. : _bil. |
||
| 490 |
_aManaging the Public Service. Strategies for Improvement Series; _v13. |
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| 505 | 8 | 0 |
_t1. Introduction. _t- Thinking differently. _t- Empowered customer. _t- 2. Developing customer orientation. _t- The continuing demand for quality. _t- Citizens as customers. _t- Recent initiatives. _t- 3. Empowering the socially deprived. _t- The socially deprived and vulnerable. _t- Meeting the needs of socially deprived groups. _t- Giving voice to the vulnerable. _t- 4. Charters and service standards. _t- What is a service charter? _t- Charter themes and development. _t- Impact and achievements. _t- 5. Developing and implementing service charters. _t- Introduction. _t- Key implementation steps. _t- Problems to watch. _t- 6. The service charter in practice. _t- Background. _t- The charter in operation since 1991. _t- What has the charter achieved? _t- Future plans for the charter. _t- 7. Consumer protection institutions and strategies. _t- Introduction. _t- Legislation. _t- Consumer organisations. _t- Consumer education and representation. _t- Redress. _t- 8. Consumer organisations at work. _t- The space for consumer organisations. _t- The history of the consumers organisation of Canada since 1897. _t- Four institutions crucial to market success. _t- What does the canadian experience mean for other countries? _t- 9. Product testing and quality assurance. _t- Introduction. _t- Comparative product testing. _t- Safety standards and ensuring quality. |
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_aReforma Administrativa _911957 |
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_aServiço Público _912780 |
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_912235 _a Setor Público |
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_aAtendimento ao Cidadão _912988 |
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| 650 |
_aCidadania _912902 |
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| 650 |
_aQualidade _912842 |
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| 650 |
_aReino Unido _913171 |
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| 909 |
_a202403 _bMaria Luísa |
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| 942 |
_cG _2ddc |
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