Quality Improvement in European Public Services

Since the late 1980s the quality of public services has become a major focus of attention for politicians, managers and citizens, but surprisingly there has been little material with a truly European focus. This book remedies this absence.

IntroductionPART ONE: DEFINITION AND OPERATIONALIZATIONDefining Quality - Christopher Pollitt and Geert BouckaertMeasuring Quality - Geert BouckaertPART TWO: CASE STUDIESQuality Measurement and Quality Assurance in European Higher Education - Frans van Vught and Don F WesterheijdenQuality in the French Public Service - Sylvie TrosaQuality Improvement in German Local Government - Helmut Klages et alQuality Improvement in Local Service Contracts - Lucy Gaster Environmental Services in HarlowQuality in Swedish Higher Education - Hellen Westlund A Pilot StudyCosting Non-Conformance at an NHS Hospital - Richard Joss A Pilot StudyQuality Improvement in the Dutch Department of Defence - Nico MolEnhancing Quality in the Police Service - Stephen Hanney Leicestershire ConstabularyPART THREE: OVERVIEWImprovement Strategies - Christopher PollittConcluding Reflections - Geert Bouckaert