The book opens with a summary on the main theories representative of human error, such as: "Bad Apples Theory", "Normal Accident Theories" and "High Reliability Organisations Theory". Following this, the authors define mistakes in the diagnostic process, identifying their major causes and suggesting several principles for optimal, bias-free diagnoses. Evidence is presented which supports the idea that the Common Assessment Framework is a total quality management tool that public organisations can use for free for their self-assessment, aiming to improving their administrative capacity and...