Summary

This is the second part of a discussion of what goes into providing a good service. The first part looked at the behavioural qualities of a good service-provider. This part looks at the practical questions of what is required in order to get the job done efficiently - what resources are needed and how are they to be organised. This might appear a purely mechanistic question of making sure the appropriate human and material resources are available to provide the service - the idea of the service as simply an efficiently-administered system. The article does indeed discuss ...