内容

目次

Introduction - the "politics" of quality in the British public sector:the uses of "quality" in the British Government's reform of the publicsector; managing quality and organizational politics - total qualitymanagement as a governmental technology; customizing the public forhealth care - what's in a label?; performance indicators, bureaucraticcontrol and the decline of professional autonomy - the case of academiclibrarians; quality and social housing - irreconciliable partners?; thequality of mercy - the management of quality in the personal socialservices; quality, competition and contracts in general practicefundholding; professional cultures and paradigms of quality in healthcare; quality in the marketing change process - the case of theNational Health Service; the emergence of quality in British Rail; thepolitics of quality and the "new industrial relations" - change andcontradiction in Royal Mail; performance measurement in education -education reforms and industrial relations in schools; conclusion - thepolitics of quality and the emergence of new issues and tensions withinthe public sector.