| 000 -LEADER |
|---|
| fixed length control field |
00966pab a2200145 454500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
180718b xxu||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Wagenheim, George D. |
| 245 ## - TITLE STATEMENT |
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| Title |
Customer services in public admininstration |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
The authors believe that "customer-service management" will provide the organizing and operating strategy for the coming decade, and in this commentary they review the logic and components of that approach. Bu focusing on the needs of both external and internal customers, the organization develops means and mechanisms that benefit agency personnel as well as the people they serve in the process. As both a "driver and evaluator" of agency performance, customer service creates the agency through higher motivation and morale, self improvement, cost reduction, and ivvovation. Reproduced |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer Service |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Public Admininstration |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Reurink, John H. |
| 773 ## - HOST ITEM ENTRY |
|---|
| Main entry heading |
Public Administration |
| 909 ## - |
|---|
| -- |
847 |
