Management of standardised public services: a comprehensive approach to quality assessment

Abstract

Proposes a comprehensive approach to support the activities of companies that provide public services. This approach consists of several steps. Defines an appropriate set of performance indicators, and the choice of an appropriate evaluation technique and its application to the services involved. Enables managers of organisations operating in public services to derive operational frameworks based on: an analysis of the information flows among different stakeholders involved in service processes; and the identification of a set of indicators allowing evaluation of the performance level in order to develop quality control systems. Presents an application of the approach to the case of the water supply service in Italy.

Citation

Ancarani, A. and Capaldo, G. (2001), "Management of standardised public services: a comprehensive approach to quality assessment", Managing Service Quality: An International Journal, Vol. 11 No. 5, pp. 331-341. https://doi.org/10.1108/09604520110404059