Cappelli, Lucio; Guglielmetti, Roberta; Mattia, Giovanni; … - In: Benchmarking: An International Journal 18 (2011) 4, pp. 490-509
Purpose – The urgency to strengthen the effectiveness and efficiency of public administrations has led to the adoption in the public sector – in Italy as well as in other countries – of tools and models inspired by the total quality management (TQM) approach, such as the common assessment...