This volume shows how public agencies can be made more efficient and humane, providing practical guidance to enhance both service quality and client satisfaction at local, state and national levels. Examples focus on the issues of quality management, improving service delivery, job reorganization and worker empowerment.
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Table of Contents
IntroductionThe Politics of ProductivityProductivity Concepts and ApplicationsMeasurementMeasuring ProductivityImproving the Work ProcessTraining and Motivating the WorkerEmpowering the WorkerManagement Options for Obtaining ResourcesManaging for ProductivityStrategy