Contents: Book 1. Responding to customers - Book 2. Managing for quality - Book 3. Designing for service - Book 4. Managing for customers - Book 5. Acquiring goods and services - Book 6. Managing technology - Resource file (books 1-3) - Resource file (books 4-6) - Guidelines for mentors -Video notes - Portfolio guide - Course guide (distance learning version)
Managing health service delivery. ISBN 1854461265. Published by the Open University in 1992. Publication and catalogue information, links to buy online and reader comments.