Managing improvement in the public sector

摘要

This paper: (i) represents an example of an organisation which has adopted a structured, integrated approach to managing improvement (ii) reinforces the findings from recent research which identifies the key determinants of success/failure in managing and measuring improvement activity (iii) emphasises how the use of an internationally recognised framework (EFQM) can be used as a meaningful indicator of progress (iv) provides a practical overview of an ongoing assessment cycle, highlighting the deficiencies and benefits accrued thus far (v) demonstrates that the lessons learned on an individual organisational basis, relevant to the improvement cycle, are equally applicable on a wider sectoral basis.