The New Bureaucracy: Quality Assurance and Its Critics

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There has been much discussion of the UKs New Public Management and the impact of auditing and inspection on professional work in schools, hospitals, local government, and the police. This new book, by the qualitative sociologist Max Travers, uses interpretive methods to examine this new form of regulation from the inside. Based on interviews with inspectors, quality assurance managers, and auditors, as well as professionals struggling with bureaucracy, the book offers a critical, yet human and sympathetic, account of organizational change. It conveys a sense of what is practically involved in the work of counting, measuring, and managing quality, and the everyday frustrations of professionals dealing with ever-increasing amounts of paper work and red tape.