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Introduction PART ONE: DEFINITION AND OPERATIONALIZATION DefiningQuality - Christopher Pollitt and Geert Bouckaert Measuring Quality - GeertBouckaert PART TWO: CASE STUDIES Quality Measurement and Quality Assurance inEuropean Higher Education - Frans van Vught and Don F Westerheijden Qualityin the French Public Service - Sylvie Trosa Quality Improvement in GermanLocal Government - Helmut Klages et al Quality Improvement in Local ServiceContracts - Lucy Gaster Environmental Services in Harlow Quality inSwedish Higher Education - Hellen Westlund A Pilot Study CostingNon-Conformance at an NHS Hospital - Richard Joss A Pilot Study QualityImprovement in the Dutch Department of Defence - Nico Mol Enhancing Qualityin the Police Service - Stephen Hanney Leicestershire Constabulary PARTTHREE: OVERVIEW Improvement Strategies - Christopher Pollitt ConcludingReflections - Geert Bouckaert