Posted by admin | Posted in Uncategorized | Posted on 24-03-2011
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Hindquarter Bar & Grille Video – Santa Cruz, CA – Restau
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Citizens and Service Delivery (Paperback) $47.3 In many low and middle income countries, dismal failures in the quality of public service delivery such as absenteeism among teachers and doctors and leakages of public funds have driven the agenda for better governance and accountability. This has raised interest in the idea that citizens can contribute to improved quality of service delivery by holding policy-makers and providers of services accountable. This proposition is particularly resonant when it comes to the human development sectors ? health, education and social protection ? which involve close interactions between providers and citizens/users of services.Governments, NGOs, and donors alike have been experimenting with various ?social accountability? tools that aim to inform citizens and communities about their rights, the standards of service delivery they should expect, and actual performance; and facilitate access to formal redress mechanisms to address service failures. The report reviews how citizens ? individually and collectively ? can influence service delivery through access to information and opportunities to use it to hold providers ? both frontline service providers and program managers ? accountable. It focuses on social accountability measures that support the use of information to increase transparency and service delivery and grievance redress mechanisms to help citizens use information to improve accountability. The report takes stock of what is known from international evidence and from within projects supported by the World Bank to identify knowledge gaps, key questions and areas for further work. It synthesizes experience to date; identifies what resources are needed to support more effective use of social accountability tools and approaches; and formulates considerations for their use in human development.The report concludes that the relationships between citizens, policy-makers, program managers, and service providers are complicated, not always direct or easily altered through a s |
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Customer Service Delivery: Research and Best Practices $49 Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to todays competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service. |
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Spring Produce Wedding Invitations $2.15 Created for you by Minted’s global community of designers, our invitation designs will set the perfect tone for your wedding day. With unique designs printed on luxe paper, all wedding invitations are available with several matching accessories. If you have any questions or special requests for your invitations, let us know how we can help at customerservice@minted.com |