Equality in Managing Service Delivery

Erscheinungsjahr 1998
ISBN: 978-0-335-23111-9
Verlag: Open University Press

Buch, Englisch

This book gives practical advice on how organizations delivering a service to the public can meet the needs of different groups of people. Using examples from the private, public and voluntary sectors, Rohan Collier explains how to develop and implement equalities policies which effect real change. She argues that to be successful, an organization must know and address the different needs and interests of its customers or clients; and the only way to fully understand the needs of a diverse public is to take account of equalities issues.

This is the first book of its kind. It will enable organizations to improve their image, enhance their services, and widen their customer or client base.

Autoren/Hrsg.

Collier, Rohan

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Management
• Sozialwissenschaften Politikwissenschaft Politische Systeme Zentralregierung
• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Öffentlicher Dienst, Öffentlicher Sektor
• Rechtswissenschaften Öffentliches Recht Verwaltungsrecht Verwaltungspraxis Public Management
• Sozialwissenschaften Soziologie | Soziale Arbeit Soziale Gruppen/Soziale Themen Soziale Fragen & Probleme
• Sozialwissenschaften Soziologie | Soziale Arbeit Soziale Arbeit/Sozialpädagogik Soziale Dienste, Soziale Organisationen

Inhaltsverzeichnis

Preface
Acknowledgements
Introduction
Why equal opportunities in service delivery
How services can discriminate
What the law requires
Identifying needs
involving the public
Developing and implementing equal opportunities policies in service delivery
Developing performance indicators and monitoring for equalities
Reviewing and changing services
Problems to achieving equalities in service delivery
Bibliography
Index.

Über Autor(innen)

After an early career as a lecturer in philosophy, Rohan Collier spent several years as a local government politician working on women's issues. She worked as a women's adviser in the voluntary sector and then for the London Borough of Hounslow. She is currently Head of Equalities at the London Borough of Croydon, with responsibility for employment and service delivery.