Public Organization Review

, Volume 2, Issue 4, pp 387–405 | Cite as

Innovation and Improvement in the Delivery of Public Services: The Use of Quality Management Within Local Government in Canada

  • Robert Robertson
  • Rob Ball


Local government in Canada has been subject to considerable change in the 1990s. In response, a number of mechanisms have been adopted to improve performance and respond to citizen and customer demands. One particular mechanism quality management, has received considerable continuing support. This article documents the level of use of quality management within local government in Canada, discusses some of the key challenges of introducing this type of program, and, outlines some elements of success of those programs in public management.

local government quality management innovation continuous improvement 


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Copyright information

© Kluwer Academic Publishers 2002

Authors and Affiliations

  • Robert Robertson
    • 1
  • Rob Ball
    • 2
  1. 1.City of HamiltonCanada
  2. 2.Stirling UniversityScotland

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