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In public service, quality service management is the new philosophy. This book argues that quality service must be based on equality. The opening section looks in detail at the operation of discrimination against black people, women, disabled people and the elderly. The second section looks in detail at the operation of institutionalised discrimination in planning, housing and the provision and management of public utilities. Drawing on a wide range of literature and research from practitioners, academic and public bodies, the book suggests different ways of thinking and ways of ensuring quality service for all.