EVOLUTION AND CHALLENGES OF QUALITY MANAGEMENT IN THE PUBLIC SECTOR

This book explores the evolution and challenges of quality management in the public sector. It examines key concepts (management quality agility value co-creation) their application in public services (particularly through digitalization) and the interactions between them. The study examines the importance of service quality for citizen satisfaction innovation and organizational agility. Moroccan local authorities serve as the context for application with a focus on quality structuring and tools such as Qualiville. Case studies illustrate implementation. The objective is to provide a theoretical and practical framework for improving public sector performance.