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A Customer-Oriented Model for Managing Quality in Human Services

• Selber, Katherine
• Streeter, Calvin

Abstract

Examines the unique challenges of establishing & maintaining a quality focus in human services. The Gap Model is proposed for measuring & managing quality in human services. Key concepts on both the customer & provider sides of the model are explained, & implications for adapting the model for human service managers are considered. 1 Figure, 29 References. Adapted from the source document.

Journal

Administration in Social Work

(2000)
vol24 no2 pages1-14

Categories

1. Evaluation and Information Management  
2. Program Evaluation Strategies  

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