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The article examines the need for effective executive ability to enhance organizational efficiency of local authorities of the United Kingdom.

Methods for the implementation of Balanced Scorecard synthesis by public and private sectors to achieve better management are presented.

Byline: Ateeq A. Jakka (1) Keywords: service quality; public sector; quality dimensions; public administration; United Arab Emirates Abstract: The study attempts to identify the most essential components, which contribute to the clients' satisfaction with the quality service of three federal institutions in the United Arab Emirates public sector. The study reveals that clean office, job knowledge, respect for client, and clarity of regulations were the most important dimensions determining the quality services in the surveyed institutions. Suggestions and recommendations are included in the study. Author Affiliation: (1) Department of Political Science, U.A.E. University, U.A.E Article History: Registration Date: 26/09/2004

Service quality of public services is a major aim of the New Public Management reforms occurring throughout Europe. The Citizen's Charter initiative, launched by the UK Prime Minister John Major in 1991, has been an example followed in some European countries, including Italy (Carta dei servizi). This paper analyses and evaluates the cultural differences in the usage of the concept of service quality standards between the UK experience and the Italian one, referring particularly to two kinds of public services, very different one from the other: healthcare and electricity supply. The comparative policy analysis leads to a sketch of two different profiles in the usage of quality standards in the public sector: a common law profile, where quality standards are not legal fights but targets to be achieved and improved; and a public law profile, where quality standards tend to be overlapped and confused with legal fights of users. Under the latter framework, standards are likely to be sidestepped because they are perceived more as a problem than as an opportunity to change.

Byline: Leo D. Kounis, N. Panagopoulos This paper builds on preliminary findings of the General Secretariat of Research and Technology (GSRT) in Athens, Greece. It addresses the difficulties associated with benchmarking techniques and the implication of Total Quality Management (TQM) tools in companies of the public and private sectors. It discusses two major bottlenecks observed in various Greek companies, mainly associated with current organisational matters and the development of new activities. Insufficient management commitment and ineffective employee motivation may lead to financial loss due to ineffective benchmarking implementation. Based on the analysis and the evaluation of the studied outcomes, this research work will introduce a universally applicable, dynamic and flexible preliminary model for addressing the majority of benchmarking problems in the public and private sectors. The development of a model will aid managers to study, analyse and evaluate internal and external influential parameters and determine the best course of action.

Byline: Hajime Eto Learning the successful experiences of total quality management and business process reengineering, and recalling the classic ideas of human rights, citizens' sovereignty and public services, this paper classifies ambiguous concepts of services in the public and private sectors by semantic and judicial case analyses and explores new actors in order to solve administrative and fiscal crises and to promote service innovation. Finally, this paper proposes to apply the quality circle movement to service quality innovation across the public and private sectors.