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In recent years there has been a growth of quality orientated management projects within public sector organizations. This volume examines the reasons behind their development, the changes which have been brought about, and the tensions and contradictions which have arisen as a result. Central themes are illustrated through a range of case studies including: NHS, education, local government housing, British Rail, Royal Mail, and social services. The political dimension of quality is stressed throughout. Drawing on the research of leading experts from a range of academic disciplines, this book should be of interest to students of public sector management, quality and organizational behaviour, as well as to those interested in social policy and public administration.