Best practice Cases of the 4th Quality Conference for Public Administration in the EU
Development of Quality Systems in the Municipality of Milan
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Country: |
Italy |
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Organisation: |
Municipality of Milan |
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www homepage: |
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Contact person: |
Dario Moneta |
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Address: |
Via Bergognone, 30 - 20100 Milano - Italy |
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E-mail: |
dario.moneta@comune.milano.it |
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Phone: |
+39 02 88452027 |
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Fax: |
+39 02 88452036 |
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Level: |
Local |
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Sector: |
General administration |
Short description of the case:
The Municipality of Milan (which counts about 18,000 employees) has started a project for the adoption of a Quality System aiming at the continuous improvement of its performances and its internal organizational processes. The project is focused on the following points: 1) Development of a quality management model adopting the European Foundation Quality Model applied to three Departments: “Human Resources and Organization “(3,000 staff), “Education” (5,200 staff) and “Demographical Services and Trade” (900 staff). 2) Customer Satisfaction: definition of a customer satisfaction governance system; 3) Quality certification: achievement of quality certifications when requested by law; 4) Customer’s Charter Standard Statement : adoption of a declaration of commitment and specifications of the services addressed to individual customers. The case here presented offers a comprehensive view of the project promoted by the Municipality of Milan and examines in details areas of activity, critical factors and results achieved by the Department of Education (finalist within the “Public Administration Quality Award” scheme) as a consequence of the implementation of the EFQM in each Sector/Area of Services/Office of the Department and of the extension of the EFQM approach to the accomplishment of an accreditation system for private organizations active in the infant school area (0-3 years age group), as well as to the certification of its Partners.
Main feature of the case:
- Developing and managing processes
- The satisfaction of customers and citizens
Key words:
EFQM, Quality System, customer satisfaction, key processes
Further information:
Long case description (PDF-form)
Case presentation (PDF-form)