Scottish local government over the past 15 years has experienced almost continual pressure for change. Examines the outcome of a seminar with professionals in local government which considered those factors which affect staff motivation and morale in this climate of change. One question examined was the extent to which the increasing importance assigned by senior managers to quality, and to people as customers, has penetrated the internal management practices of their organizations. Examines a survey of the seminar to highlight the need to refocus attention continually on staffing issues when considering service quality and performance.
Managing Service Quality,
Vol. 4, no. 4 (Apr 1994), pp. 41-44