ABSTRACT
This introduction presents an overview of the key concepts discussed in the subsequent chapters of this book. The book shows the steps which need to be taken in order to 'build quality into the system'. It suggests that quality must be the responsibility of everyone, and sets out what you can do to achieve it. Students who wish to delve into the arcana of theoretical concepts would be better advised to search elsewhere. The impetus towards producing a quality outcome may be generated by councillors, managers, staff, consumers, voluntary bodies, professional associations, trade unions. Quality is an attitude of mind which should permeate throughout all the Department's activities, and it would be incongrous for residential care to have a different system from the rest of the Department. Norfolk evolved the vision of assuring the quality of all its services, not just of residential care.
