ABSTRACT
The business of quality assurance is to ensure that the service which is offered at the point of delivery to a consumer meets the standards which have been set by the designer and which are seen as acceptable by the consumer. Quality control is one aspect of quality assurance. It should provide objective feedback to line managers, who have continuing responsibility for quality, about what is actually being achieved. The development of task-centred and competency-based training must be the corner-stone of the push to improve quality during the nineties. 'Quality' may mean different things to different people. To the councillor or owner, a main requirement may be value for money. The manager, on the other hand, may have as a priority that his/her policy objectives are achieved, or legal requirements met. The consumer wants his problem solved to his satisfaction, whether or not the method meets the aspirations of managers or is cost effective.
