Peter Plastrik

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The Culture Chasm

September 1, 2000 hen Doug Ross arrived in Washington in 1993 to run the Labor Department's Employment and Training Administration, he was convinced that the 1,800-employee organization did not treat its customers very well. ETA's Employment Service funded and oversaw the nation's unemployment offices, where millions of people turned up each year...

The Reinventor's Fieldbook: Tools for Transforming Your Government

August 14, 2000 Chapter 9 Customer Quality Assurance: Making Organizations Accountable for Service Quality Customer Quality Assurance creates guarantees and standards of customer service, complaint systems and means of redress to make it up to customers when organizations fail to meet those standards, and customer boards, councils, and service agreements to hold organizations...