This 49-page PDF addresses both Service Delivery and Service Quality.
There are three major stages in Service Delivery:
• assessment of the target audience and their needs, interests and aspirations (ie research),
• service design – to ensure that the service design is based upon the research stage, and
• service delivery – to ensure that the services delivered are consistent with the service design.
There are three basic components in Continuous Quality Improvement for the Service-provider:
*to increase ‘our’ knowledge and understanding of service-user expectations and requirements,
*to improve the design, so that the mix of features afforded by ‘our’ programs and services more closely match service-user expectations and requirements, and
*to improve ‘our’ ability to provide programs and services which consistently conform more closely to the design