The book promotes the adoption of an approach based to process quality management in order to ensure customer satisfaction in the public sector. Introducing total quality management in the public sector can not and should not be presented as a radical reform of it. Public sector organizations are likely to improve. In essence, the practice of last years proves that total quality management model is applicable to public sector organizations.
This paper aims to realize this new state level of the public sector workers to allow their evolution as authentic followers of quality.