| Abstract: | Correspondence to Stephen P. Osborne, Public Sector Management Research Centre, Aston Business School, Aston University, Aston Triangle, Birmingham B4 7ET. Summary This paper addresses the issues, for those involved in planningand managing human services, of evaluating the quality of suchservices as part of the service provision process. It beginsby examining the nature of quality itself and moves on to lookat the links between quality of life and quality of servicein human services. It then assesses existing models of evaluationwhich might be applied and highlights their strengths and limitations. The paper argues that many of the models have their roots inareas outside of direct service provision and consequently arenot appropriate for implementation in this context. It concludesby reviewing some principles to guide the evaluation of servicequality by service managers, and suggests how these might beapplied in practice to the evaluation of the quality of humanservices. |
