TQM at Public Administrations

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TQM at Public Administrations
Jan Janssens, Project Manager, Luxembourg

How does TQM work best for public administrations? Is an adapted TQM required here?
What kind of TQM models are applicable, or is a 'personalized' model necessary?

TQM for Public Administration: CAF
Arnaldo Carbone, Management Consultant, Italy
Hello Jan. I think you are looking for the Common Assessment Framework (CAF).
The CAF is a total quality management (TQM) tool which is inspired by the major Total Quality models in general, and by the Excellence Model of the European Foundation for Quality Management (EFQM) in particular. It is especially designed for public-sector organisations, taking into account their characteristics.
It can be used across the public sector as a tool for organisational self assessment. It is a result of the co-operation among the EU Ministers responsible for Public Administration. You can find information on EIPA site here
I know that besides the master model, there are some refined versions, for example a model for Public Instruction or Justice. The basic TQM is however preserved.
In Italy this is widespread among local public administrations.



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