PSIM2

 

BS 1036  Quality Management in the Public Sector

 

Handbook

Lecture 1   What is Quality

Lecture 2   Customer Care- philosophy and procedures

Lecture 3  TQM Gurus- Part 1

Lecture 3a  TQM Gurus- Part 2

Links to TQM Gurus [DTI site]

Lecture 5  The SERVQUAL Questionnaire

SERVQUAL program to download

VAASA data to download

East Midlands data data to download

Mike Hart's website to access papers on Quality

Lecture 7: (a)Benchmarking

Lecture 7: (b)Business Excellence model

Lecture 8: Customer Care in a Local Authority

 

 

BS 1037  Research Methods and Statistics in the Public
Sector

 

Handbook

Lecture 1  Scientific Method

EZESTATS download and installation instructions

MICROSTATS [ZIPped file to download]

Links to STATS lectures [1-4] EZESTATS originally

Samples and Sampling EZESTATS originally

Principles of Questionnaire Construction PowerPoint [Mike Hart]

Principles of Questionnaire Construction Source: Borgatti, S. (1996)

Health Questionnaire Sample questionnaire

The Interview