ABSTRACT
To a large extent, the task of management to work out a quality assurance system is not a particularly difficult one. The biggest challenge is to create the right climate amongst the whole workforce to ensure that what has been planned is actually put into practice. In fact, the policy was being seen as another hurdle to overcome rather than an integral part of good social work practice. A proper and honest consultation process is an asset not only in good customer care but also in good-quality management. The most effective use of resources is fundamental to the concept of quality assurance. A positive, responsive and enthusiastic management is far more likely to have an enthusiastic workforce than one which is constantly wrapped up in problems which seem pretty peripheral to the difficulties that staff faces in trying to deliver a quality service.
