Quality improvement in European public services : concepts, cases and commentary

Christopher Pollitt · Geert Bouckaert

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Abstract

Introduction PART ONE: DEFINITION AND OPERATIONALIZATION Defining Quality - Christopher Pollitt and Geert Bouckaert Measuring Quality - Geert Bouckaert PART TWO: CASE STUDIES Quality Measurement and Quality Assurance in European Higher Education - Frans van Vught and Don F Westerheijden Quality in the French Public Service - Sylvie Trosa Quality Improvement in German Local Government - Helmut Klages et al Quality Improvement in Local Service Contracts - Lucy Gaster Environmental Services in Harlow Quality in Swedish Higher Education - Hellen Westlund A Pilot Study Costing Non-Conformance at an NHS Hospital - Richard Joss A Pilot Study Quality Improvement in the Dutch Department of Defence - Nico Mol Enhancing Quality in the Police Service - Stephen Hanney Leicestershire Constabulary PART THREE: OVERVIEW Improvement Strategies - Christopher Pollitt Concluding Reflections - Geert Bouckaert

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