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

Author:

Ancarani A.,Capaldo G.

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.

Publisher

Emerald

Subject

Strategy and Management

Reference30 articles.

1. Alegre, H., Baptista, J.M. and Faria, A.L. (1997), “A general framework of performance indicators in the scope of water supply”, Proceedings of IWSA Workshop on Performance Indicators for Transmission and Distribution Systems, Lisbon.

2. Ancarani, A. (1999a), “The evaluation of the quality of the services provided by firms in public sector: the case of water firms” (in Italian), PhD Thesis in Managerial and Economical Engineering, Rome.

3. Ancarani, A. (1999b), “Efficiency of water supply service in Sicily”, in Montanheiro, L., Haigh, B., Morris, D. and Linehan, M. (Eds), Public and Private Sector Partnerships: Furthering Development, Sheffield Hallam University Press, Sheffield.

4. Ancarani, A. and Reitano, B. (1998), “Contributo alla definizione degli indicaton di qualità del seovizio idrico integrato” (in Italian), Proceedings of Int. Conf. on European Water Policy, 6‐8 May, Venice.

5. Ancarani, A., Capaldo, G. and Raffa, M. (2000), “A framework for evaluating quality level of standardised public services: an application to Italian water supply service”, Proceedings of EIASM 10th Workshop on Quality Management in Services, 17‐19 May, Birmingham.

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