Table of Contents

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

Reviews

`Pollitt and Bouckaert have taken a European perspective. The benefit of [this] approach is that it can help illuminate different political and value stances towards the context within which public services operate and hence the agenda for quality improvement. For the UK reader, this is particularly well illustrated in Pollitt and Bouckaert′s chapters - especially the discussion of German local government and quality management and assessment in European higher education.... [the] two closing chapters, which provide a strong analysis of quality improvement approaches drawing on the case studies′ - Local Government Studies `This book should be read widely. It has obvious relevance for scholars of public administration, especially those interested in the reform processes that have been reshaping (often radically) the public sector in the most industrialized democracies. It also should be read by practitioners responsible for implementing programs for quality improvements within their governments. Perhaps more than anyone else, this book should be required reading for political and administrative leaders who believe that implementing quality programs is a quick and easy way to produce positive change in the public sector, and that quality is a simple goal to identify, create and then measure. The analyses herein should disabuse officials of overly simplistic notions and enable them to understand the complexity of the concept of quality.... The several introductory chapters are particularly valuable as antidotes to the excessively facile assumptions about the capacity to generate quality in public services. The editors point to the number of alternative definitions of quality, and the number of actors involved in the production and evaluation of quality services. Pollitt and Bouckaert point out very clearly that quality is a multi-polar concept and that services that satisfy the producers of services may not satisfy customers, although vice versa is perhaps more likely. The chapters describing different national experiences in promoting quality contain important lessons extracted from central to subnational governments, and from policy areas as varied as defense, police and education.... The case studies... provide greater understanding of quality within the public sector and its role in shaping contemporary management.... this book presents unusually cogent examinations of the way the ideas of quality in the public sector have been developed and implemented, provoking healthy skepticism about the concept and a desire to pursue further ideas about how to improve public sector management′ - Journal of Public Policy `Following a successful series of seminars at Brunel University, the many issues relating to Quality Improvement in Public Services were documented and discussed in this text.... An excellent book, well worth reading′ - The International Journal of Health Care and Quality Assurance