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high performance in public and private services not covered in other books: applicationsfocus on construction, education, government, insurance, public utilities, health care, andnonprofit services. Rather than detailing the technical processes to achieve inspection,planning, quality auditing, statistics, or risk assessment, this book presents step-by-stepguidelines, recommendations, and action plans for changing service organizations toimplement quality improvements. Sound theory and careful strategic planning arepresented to assist readers in developing an understanding of how to select the essentialelements of systems that best fit their customers' needs.Keywords: global economy, improving service qualityInformation Technology Outsourcing: A Handbook for Government. Moss, MichaelE.C., Government Technology Press. 1998.http://www.amazon.com/exec/obidos/tg/detail/-/1890299146/qid=1082302627/sr=1-1/ref=sr_1_1/102-1404922-2673704?v=glance&s=booksProvide better customer service! Keep costs down! Spend more time on core functions!And increase revenue! This important handbook describes in detail how to takeadvantage of the opportunities that information technology outsourcing presents-whilestill working with the legal and political constraints imposed upon the public sector.Keywords: government, handbook, information policy, information technologyInternational Handbook of the Ombudsman: Evolution and Present Function;Country Surveys. Caiden, G.E., Greenwood Publishing Group.1983.http://www.amazon.com/exec/obidos/tg/detail/-/0313226857/qid=1082302659/sr=1-1/ref=sr_1_1/102-1404922-2673704?v=glance&s=booksA valuable resource on an important institution that can serve to protect individual rightsthreatened by modern state bureaucracies. The first volume is a collection of generalessays on the role and operation of the ombudsman; although mainly affirmative, theyreflect a range of opinion about the utility and contribution of the office. The secondvolume reviews, in depth, how the institution is operating in over 20 specific countries.Included are states with a wide variety of political, economic, social, and culturalsystems. The subsection on the US contains 13 essays with general as well as specificstudies of state, county, and municipal offices. The authors of all the essays haveexperience in the office of ombudsman or have studied it at length. Useful tables andappendix. Recommended for graduate and professional libraries, especially in politicalscience, law, and public administration.Keywords: handbook, international handbook, Ombudsman203