The Brent conversion

The local government in Brent, part of the greater London area, has applied a policy of quality management to its corporate affairs. This has included setting a mission statement ‘to be the best local authority in Britain’, core values (‘quality, efficiency, putting the customer first, valuing and empowering staff’) and organisational beliefs. The author examines the way that the executives of the council tackled its problems, and progress towards its objectives. The goal, it is claimed, is a realistic one. ‘One cannot help wishing that other councils were so ambitious.’