Quality Improvement in European Public Services: Concepts, Cases and Commentary

Since the late 1980s the quality of public services has become a major focus of attention for politicians, managers and citizens, but most of the material available on how to achieve quality is either set in private sector contexts or confined to a single country. This book is a pioneer in addressing the need for a focus on issues common to the public services which underpin Western European societies.

Quality improvement is portrayed in this book as part of a broader managerial …