EVOLUTION AND CHALLENGES OF QUALITY MANAGEMENT IN THE PUBLIC SECTOR

ISBN-13: 9786203892529 / Angielski / Miękka / 2025 / 208 str.

Najoua EL ABBAS EL GHALEB; FADOUA LAGHZAOUI

Opis

This book explores the evolution and challenges of quality management in the public sector. It examines key concepts (management, quality, agility, value co-creation), their application in public services (particularly through digitalization), and the interactions between them. The study examines the importance of service quality for citizen satisfaction, innovation, and organizational agility. Moroccan local authorities serve as the context for application, with a focus on quality structuring and tools such as Qualiville. Case studies illustrate implementation. The objective is to provide a theoretical and practical framework for improving public sector performance.