Welcome. Quality of service. Unit 11 Chapter 2 What is quality of service, SCP 2008 Mieke de Droog, M.A. 10 May 2011. What is quality?. Green 1994; Reeves and Bednar 1994, SCP 2008:36. Definition of quality.
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Quality of service. Unit 11
Chapter 2 What is quality of service, SCP 2008
Mieke de Droog, M.A. 10 May 2011
Green 1994; Reeves and Bednar 1994, SCP 2008:36
Quality means the characteristic of a product in relation to the use made of it (fitness for purpose)
Van Dale, SCP 2008:37
People want public services that work […] and are responsive to their needs
UK House of Commons 2006, SCP 2008:37
Is the user’s perspective crucial for assessing the quality of a service according to this report?
Some theoretical dimensions of quality that are mentioned in this report
Gap theory; Cronin and Taylor, 1992
Focus on the process of the service
Amount/universality of the dimensions
SCP 2008:44- 51
By individual use as well as by overall image of citizens
Users judge in general different (more positive) than non-users.
Explanations for this difference:
Non-users are dependent on information of users and the
Image (by indirect information) and self-selection (by
expectations and requirements) are important to quality
Cognitive-dissonance theory of Festinger.
Other theories give a more general explanation for differences
between users and non-users.
Welfare state theory (SCP/CPB 2000)
A research report of the institution for the government of Belgium 2003 stated that persons with a lower education in general have a more positive image of public service provision than higher educated people.
SCP 2008: 51- 55
SCP 2008: 55-61
Quality is a concept difficult to define
This report chooses for an objective and a subjective approach
This report distinguishes 3 dimensions of quality:
product quality(what is delivered)
process quality (how is it delivered)
structure quality (and in which context is it delivered)
SCP 2008: 61-62
The indicators do not have the same meaning for each service
The different meanings are connected to the character of the service
The quality of public service is guarded on 3 levels:
Institutions: benchmarking/monitoring/management tools
Clients: satisfaction survey, complaints commissions, consultative bodies
In practice the quality care is not equally intensive for every service
SCP 2008: 61-62
C. Quality of service
Answer the following questions: What are the similarities and differences in the chapters of Van derAa & Elfring and the chapters of SCP? What dimensions of quality of Van derAa & Elfring play a role in a specific sector? How is the quality of service in this specific sector presented in the report of SCP?
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before 15 May 11.00 pm
D3. Make a summary of Chapter 5. Gastelaars (2010), including a word count, in max. 500 words and email this summary to email@example.com, firstname.lastname@example.org and email@example.com
A sufficient grade for these three Reading Assignments (D1, D2, D3) is mandatory in order to obtain your final grade for this module.
E1. Make the assignment about the characteristics of the
research organization on the basis of characteristics of
Gastelaars (See table 1.1. in chapter 1, on p. 10 of the book).
E2. Reconstruct the design of the various stages of the
primary process, and try to make sense of the clients’
experiences as well.
What are the main changes, which currently play in this
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Thank you for your attention and