Total Quality Management in Public Services: case studies in the Italian Lombardy region.

The competitiveness of business-related services is essential for economic growth and employment creation. The performance of many business-related services and of public administrations is closely related. A wide range of services, traditionally provided by public authorities, can also be delivered by businesses. Public-Private Partnerships (PPPs) with enhanced private financing can result in better co-operation between public and private operators, leading to gains in efficiency and also lower costs to the user as a result of competitive pressure. This paper analyses the role of Voluntary standards as tools which can increase the performance of business-related services and solve interface problems that occur when the provision of services crosses national borders. The study of some cases shows that voluntary standards are tools that increase the performance of business-related services and solve interface problems that occur when the provision of services crosses national borders. Quality certification, based on international standards, is a fundamental factor in defining differentiation policies and ensuring the reputation and the competitiveness of organisations. Certification must become a desired goal as a strategic value, and once the process is under way it will include every aspect of the corporate management.