Home > CSC-OpenAccess Library > Manuscript Information
EXPLORE PUBLICATIONS BY COUNTRIES |
 |
 |
EUROPE |
|
MIDDLE EAST |
|
ASIA |
|
AFRICA |
| ............................. | |
|
United States of America |
|
United Kingdom |
|
Canada |
|
Australia |
|
Italy |
|
France |
|
Brazil |
|
Germany |
|
Malaysia |
|
Turkey |
|
China |
|
Taiwan |
|
Japan |
|
Saudi Arabia |
|
Jordan |
|
Egypt |
|
United Arab Emirates |
|
India |
|
Nigeria |
Enhancing Public Sector Performance: A Systematic Review of the Common Assessment Framework
Veronica Moscon
Pages - 44 - 63 | Revised - 30-09-2025 | Published - 31-10-2025
MORE INFORMATION
KEYWORDS
Total Quality Management, Excellence, Common Assessment Framework, Literature
Review.
ABSTRACT
This paper investigates the Common Assessment Framework (CAF), a total quality management
(TQM) model specifically developed for the public sector. Despite its widespread adoption at both
national and European levels, there is a notable lack of detailed examination of CAF's
effectiveness in academic discourse. This study aims to bridge this gap by systematically
reviewing the scientific literature on CAF and highlighting the broader implications for total quality
management in the public sector. European cross-sector experiences emphasize the importance
of comprehensive organizational performance assessments, collaborative development and
implementation of improvement initiatives, and fostering a culture of continuous improvement,
benchmarking, and bench learning. Additionally, this study underscores the necessity for rigorous
investigation into the role of national governments in promoting quality management and its
potential seamless integration into public sector operations. By synthesizing insights from both
CAF practitioners and the academic community, this research provides a robust framework for
enhancing public sector total quality management and achieving excellence.
| Adamonienė, R., & Ruibytė, L. (2013). Evaluation of performance of leaders in Lithuania police organisation by applying common assessment framework. Visuomenessaugumasirviesojivarka Public Security and Public Order, 9, 5-18. | |
| Ajmal, M.M., Tuomi, V., Helo, P.T., & Sandhu, M.A.S. (2016). TQM practices in public sector: Case of Finnish healthcare organisations. International Journal of Information Systems in the Service Sector, 8(1), 34-44. https://doi.org/10.4018/IJISSS.2016010103. | |
| Asensio, M., Evaristo, C., & Quintela Martins, M. (2021). CAF Challenges to Promote Public Sector Capacity. DGAEP. | |
| Astrauskaitė, S., & Ruževičius, J. (2016). Research on need and peculiarities of quality management tools in public sector: the case of Lithuania. Contemporary Research on Organisation Management and Administration, 4(1), 42-56. | |
| Băcală, M., & Bibu, N. (2013). Considerations Regarding the Application of Management Tools in Public Institutions - CAF (Common Assessment Framework) in a Romanian Regional Context. Review of International Comparative Management, 14(5), 746-754. | |
| Bajramovic, D., & Gram, M. (2018). Common Assessment Framework - Improving Organisational Performance of Municipalities in Bosnia and Herzegovina. Economic Analysis, 51(1-2), 37. https://doi.org/10.28934/ea.18.51.12.pp37-46. | |
| Barresi, G., Cea, A., & Marisca, C. (2013). Management Control in Chambers of Commerce: a CAF based empirical analysis in Calabria and Sicily. Management Control, 1, 109-139. https://doi.org/10.3280/MACO2013-001006. | |
| Bauer, H. (2002). Quality Management in the Public Sector Through the Common Assessment Framework (CAF). In J. Caddy et al. (Eds.), Building better quality administration for the public: Case studies from central and eastern Europe. NISPAcee. | |
| Belfiore, P., Malafronte, P., & Di Palma, D. (2021). La valutazione della soddisfazione del lavoro in ambito educativo: uno studio empirico. Formazione & Insegnamento: Rivista internazionale di Scienze dell’educazione e della formazione, 19(1), 666-679. https://doi.org/10.7346/-fei-XIX-01-21_57. | |
| Bernhart, J., & Promberger, K. (2011). Public sector excellence - auf der Suche nach Spitzenleistungen in der öffentlichen Verwaltung. In Autonome Provinz Bozen - Südtirol (Ed.), Excellence: Qualität und Innovation in der öffentlichen Verwaltung (pp. 11-28). A. Weger Verlag. | |
| Boenigk, S. (2012). Zur Steigerung der Dienstleistungsqualität von öffentlichen Verwaltungen. Eine empirische Evaluation unter Berücksichtigung des CAF-Modells. Zeitschrift für Public Policy, Recht und Management, 5(2), 425-441. https://doi.org/10.3224/dms.v5i2.10. | |
| Buday, B. K. (2014). Quality Management in Public Administration. Gazdaság & Társadalom: Journal of Economy & Society, 4, 32-47. https://doi.org/10.21637/GT.2014.4.03. | |
| Bugdol, M., & Jarzebinski, M. (2010). The possibilities of applying the Common Assessment Framework model in service quality improvement. Management of Organizations: Systematic Research, 55, 41-53. | |
| Cappelli, L., Guglielmetti, R., Mattia, G., Merli, R., & Renzi, M.F. (2011). Peer evaluation to develop benchmarking in the public sector. Benchmarking: An International Journal, 18(4), 490-509. https://doi.org/10.1108/14635771111147605. | |
| Cipolletta, G. (2015). L’autovalutazione come leva per il miglioramento continuo: l’applicazione del CAF e dei modelli derivati nella pubblica amministrazione italiana.[Doctoral thesis, Università Tor Vergata]. https://hdl.handle.net/2108/207732. | |
| Dahlgaard-Park, S. (2008). Reviewing the European excellence model from a management control view. The TQM Journal, 20(2), 98-119. https://doi.org/10.1108/17542730810857345. | |
| Dahlgaard-Park, S.M., Bergman, B., & Hellgren, B. (2001). TQM - managerial fad or a case of social becoming? In J. Löwstedt & B. Hellgren (Eds.), Management in the thoughtful enterprise (pp. 148-179). Fagbookforlaget. | |
| Dahlgaard-Park, S.M., Reyes, L., & Chen, C.K. (2018). The evolution and convergence of total quality management and management theories. Total Quality Management & Business Excellence, 29(9-10), 1108-1128. https://doi.org/10.1080/14783363.2018.1486556. | |
| Dearing, E., Patrick, S., & Prorok, T. (2006). CAF works - Better service for the citizens by using CAF. Bundeskanzleramt Österreich. | |
| Deming, W. (1986). Out of the crisis. Massachusetts Institute of Technology, Center for Advanced Engineering Study. | |
| Dragomir, C. (2019). Quality of public services and promotion of quality management in public institutions in EU member states. Review of General Management, 30(2), 43-54. | |
| Dresch, A., Pacheco Lacerda, D., & Valle Antunes, J. A. (2015). Design science research. A method for science and technology advancement. Springer. | |
| Engel, D.C. (2002). Common Assessment Framework: The state of affairs. EIPAscope, 1, 1-5. | |
| Erdőssy, I., Kerekes, L., & Szőcs, I. (2022). Strategic planning and performance management for citizens of Harghita County with the introduction of the CAF-based quality management tool (CAFHR) Project. MűszakiTudományosKözlemények, 16(1), 15-23. https://doi.org/10.33894/mtk-2022.16.04. | |
| Etscheid, M. (2010). Potenziale des Common Assessment Framework CAF für eine nachhaltige Verwaltungsmodernisierung. In H. Hill (Ed.), Wege zum Qualitätsmanagement. Baden-Baden, Nomos. https://doi.org/10.5771/9783845223148. | |
| European Public Administration Network (EUPAN). (2019). Common Assessment Framework: The European model for improving public organizations through self-assessment.https://www.eipa.eu/wp-content/uploads/2023/02/CAF_2020_English.pdf. | |
| Feigenbaum, A.V. (1983). Total quality control. McGraw-Hill. | |
| Fryer, K., Antony, J., Douglas, A. (2007). Critical success factors of continuous improvement in the public sector: A literature review and some key findings. The TQM Journal, 19(5), 497-517. https://doi.org/10.1108/09544780710817900. | |
| Gavrilescu, L. (2011). The influence of Total Quality Management (TQM) on public service ethics. Philosophy, Social and Human Disciplines, 1, 23-34. | |
| Giannakopoulou, S., & Koufopoulos, D. (2015). Total Quality Management in Public Sector: The introduction of Common Assessment Framework to the Greek Public Administration [Master´s thesis, Hellenic Open University School of Social Sciences]. | |
| Girmanová, L., Solc, M., Basko, P., & Petrik, J. (2022). Quality management system in education: Application of quality management models in educational organization—Case Study from the Slovak Republic. Standards, 2(4), 460-473. https://doi.org/10.3390/standards2040031. | |
| Gjylameti, B., & Dollani, P. (2014). The quest for quality management in Albanian public administration - the case of CAF method at TIPA. European Scientific Journal, 8(1), 116-123. https://doi.org/10.19044/esj.2012.v8n1p%25p. | |
| Hartmann, J. (2005). Wege zur modernen Verwaltung: New Public Management, Qualitätsmanagement und Common Assessment Framework als Instrument für eine nachhaltige Organisationsentwicklung. Verwaltung und Management, 11(1), 27-30. https://doi.org/10.5771/0947-9856-2005-1-27. | |
| Heras-Saizarbitoria, I., Marimon, F., &Casadesús, M. (2012). An empirical study of the relationships within the categories of the EFQM model. Total Quality Management & Business Excellence, 23(5-6), 523-540. https://doi.org/10.1080/14783363.2012.669541 | |
| Heß, J. (2021). Strukturierte Literaturrecherche - ein Rahmenkonzept. In J. Heß (Ed.), Regionale Erfolgsfaktoren entlang des Gründungsprozesses, Markenkommunikation und Beziehungsmarketing (pp. 125-139). Springer Gabler. | |
| Hill, H., & Klages, H. (2002). Speyerer Qualitätswettbewerb mit neuem Angebot. Innovative Verwaltung, 1(2), 12-14. | |
| Ishikawa, K. (1986). Guide to quality control. Asian Productivity Organization. | |
| Kalfa, M. (2018). The effect of Europe Union Common Assessment Framework on organizational commitment with role of job satisfaction. Total Quality Management & Business Excellence, 29(5-6), 704-726. https://doi.org/10.1080/14783363.2016.1233053. | |
| Kalfa, M., & Yetim, A. A. (2020). Organizational self-assessment based on Common Assessment Framework to improve the organizational quality in public administration. Total Quality Management & Business Excellence, 31(11-12), 1307-1324. https://doi.org/10.1080/14783363.2018.1475223. | |
| Kessopoulou, E., Gotzamani, K., Xanthopoulou, S., &Tsiotras, G. (2023). Conceptualizing and validating a model for benchlearning capability: Results from the Greek public sector. Sustainability, 15(2), 1383. https://doi.org/10.3390/su15021383. | |
| Korouli, S., Kapaki, V., Egglezopolou, A., & Galanis, P. (2020). Implementing the Common Assessment Framework in a general hospital. Archives of Hellenic Medicine, 37(2), 237-246. | |
| Kovač, P., & Tomaževič, N. (2009). Quality Management in Selected European Public Administrations. Pregledniznanstveničlanki, 1(2), 103-112. | |
| Littell, J., Corcoran, J., & Pillai, V. (2008). Systematic Reviews and Meta-Analysis. Oxford University Press. | |
| Löffler, E. (2018). Qualitätsmanagement. In M. Apelt et al. (Eds.), Handbuch Organisationssoziologie (pp. 1-12). Springer Fachmedien Wiesbaden. https://doi.org/10.1007/978-3-658-21571-2_32-1. | |
| Macur, M., & Radej, B. (2017). New model of quality assessment in public administration - upgrading the Common Assessment Framework (CAF). Innovative Issues and Approaches in Social Sciences, 10(1), 127-151. http://dx.doi.org/10.12959/issn.1855-0541.IIASS-2017-no1-art7. | |
| Marin, R. (2019). The Self-Assessment of Services’ Quality in Public Administration. Economic Sciences Series, “Ovidius†University Annals, 19(1), 457-460.. | |
| Maslov, D., Thijs, N., & Dochot, J. (2018, November). Enhancing social responsibility in public sector through application of the Common Assessment Framework. In International Cooperation on Poverty Reduction: Building a Community with a Shared Future for Mankind—International Joint Study Report (No.5): Volume 1, Volume 2 (pp. 167-178). Social Sciences Academic Press. | |
| Matei, A., &Bălăceanu, E.-B. (2014). Performance through the Common Assessment Framework. A critical review for Romania. Procedia - Social and Behavioral Sciences, 143, 862-866. https://doi.org/10.1016/j.sbspro.2014.07.491. | |
| Matei, L., & Laz, C.-G. (2019). Quality management and the reform of public administration in several states in South-Eastern Europe. Comparative Analysis. Theoretical and Applied Economics, 4(557), 65-98. | |
| Mayring, P. (2022). Qualitative Inhaltsanalyse. Grundlagen und Techniken. Beltz. | |
| Mikalauskas, R., Statnické, G., Habánik, J., &Navickas, V.(2019). Management quality evaluation of sports clubs for the disabled applying the Common Assessment Framework (CAF). Economics & Sociology, 12(1), 329-341. https://doi.org/10.14254/2071-789X.2019/12-1/20. | |
| Nasim, K., Sikander, A., & Tian, X. (2020). Twenty years of research on total quality management in higher education: A systematic literature review. Higher Education Quarterly, 74(1), 75-97. https://doi.org/10.1111/hequ.12227. | |
| Nogueiro, T., & Saraiva, M. (2008). Quality on the Portuguese public institutions and the CAF model: empiric study on the University of Evora[Conference paper]. INTED2008 Proceedings. https://www.rdpc.uevora.pt/bitstream/10174/6316/1/paper_INTED2008.pdf. | |
| Nova, J. (2019). The managerial concepts of the quality and performance and their integration in the sports organizations.CrnogorskaSportskaAkademija, Sport Mont, 40, 73-80. | |
| Oechsler, W. (2002). Common Assessment Framework - The European Approach to Public Service Evaluation. In D. Bräuning& P. Eichhorn (Eds.), Evaluation and Accounting Standards in Public Management. Nomos. | |
| Oikonomidou, M., & Konstantinidis, I. (2019). Evaluating HRM practices in public administration: the 1st CAF implementation in public hospital of Serres, in the region of North Greece. PublicPolicy.bg, 10(3), 33-51. | |
| Organisation for Economic Co-operation and Development (OECD). (2023). More resilient public administrations after COVID-19: Lessons from using the Common Assessment Framework (CAF) 2020. https://doi.org/10.1787/14e1c5e8-en-fr. | |
| Ortansa, M.I.M. (2012). New public management elements in Romania´s public services in the European context. Annals of Facility of Economics, University of Oradea, 1(2), 115-120. | |
| Pimentel, L., & Major, M. (2015). Key success factors for quality management implementation: evidence from the public sector. Total Quality Management & Business Excellence, 27(9-10). https://doi.org/10.1080/14783363.2015.1055239 | |
| Popescu, C.0R., Popescu, G.N., & Popescu, V.A. (2017). Assessment of the state of implementation of excellence Model Common Assessment Framework (CAF) 2013 by the national institutes of research - development - innovation in Romania. Amfiteatru Economic, 19(44), 41-60. http://hdl.handle.net/10419/169056. | |
| Powell, T. (1995). Total quality management as competitive advantage: A review and empirical study. Strategic Management Journal, 16(1), 15-37. https://doi.org/10.1002/smj.4250160105. | |
| Prorok, T., & Kallinger, M. (2011). Zehn Jahre CAF - Ein reifes Qualitätsmanagement für öffentliche Verwaltungen. In H. Bauer, P. Biwald, & E. Dearing (Eds.), Gute Regieren: Konzepte - Realisierungen - Perspektiven. Neuer Wissenschaftlicher Verlag. | |
| Prorok, T., & Parzer, P. (2021). Transforming Public Administration with CAF: 20 years of the Common Assessment Framework. Öffentliches Management und Finanzwirtschaft, 23. https://doi.org/10.37942/9783708313559. | |
| Prorok, T., Dearing, E., & Patrick, S. (2021). The impact of CAF on Human Resource Management and People: Survey.KDZ. | |
| Raboca, H. M., Cărbunărean, F., &Dodu, M. (2017). Quality management systems - The case of Romanian local public institutions. Managerial Challenges of the Contemporary Society, 10(2), 20-29. | |
| Raharjo, H., Mugion, R.G., Eriksson, H., Gremyr, I., Di Pietro, L., & Renzi, M.F. (2015). Excellence models in the public sector. Relationships between enablers and results. International Journal of Quality and Service Sciences, 7(1), 120-135. https://doi.org/10. 1108/IJQSS-01-2015-0011 | |
| Rickards, R. C., &Ritsert, R. (2013). Self-assessment for improving public sector performance: The EU´s common assessment framework. International Journal of Business and Public Administration, 10(2), 135-151. | |
| Saatweber, V. S. (2004). Das europäische Selbstbewertungsinstrument Common Assessment Framework (CAF). In S. Kuhlmann, J. Bogumil, & H. Wollmann (Eds.), Leistungsmessung und -vergleich in Politik und Verwaltung (pp. 227-247). VS Verlag für Sozialwissenschaften. https://doi.org/10.1007/978-3-663-10652-4_14. | |
| Saranto, K., Kivekäs, E., Rosenlund, M., Jylhä, V., Liljamo, P., Arvonen, S., &Kinnunen, U. (2019). How to Assess Success of HIT Project Management: An Example of the Use of the Common Assessment Framework (CAF). Stud Health Technology and Informatics, 264, 783-787. https://doi.org/10.3233/SHTI190330. | |
| Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of Business Research, 104, 333-339. https://doi.org/10.1016/j.jbusres.2019.07.039. | |
| Snyder, H. (2023). Designing the literature review for a strong contribution. Journal of Decision Systems, 1-8. https://doi.org/10.1080/12460125.2023.2197704. | |
| Spacek, D. (2007). Common Assessment Framework: Potential and factual issues in the Czech administrative practice. Sisteminiaityrimai, 43. http://dx.doi.org/10.7220/MOSR.2335.8750. | |
| Spacek, D. (2010). Potential and apparent issues of self-evaluation in public administration: The case of Common Assessment Framework implementation. The International Journal of Knowledge, Culture, and Change Management: Annual Review, 10(5), 45-60. https://doi.org/10.18848/1447-9524/CGP/v10i05/49979. | |
| Staes, P., & Thijs, N. (2005). Quality Management on the European Agenda. EIPAScope, 1, 33-41. | |
| Staes, P., & Thijs, N. (2005). Report on the state of affairs of the Common Assessment Framework (CAF) after five years. EIPAScope, 3, 41-49.https://www.navarra.es/appsext/jornadascalidad/ponencias_pdf/staes.pdf. | |
| Staes, P., Thijs, N., & Claessens, D. (2010). 10 years of CAF: More than 2000 CAF users. EIPAScope, 2, 35-40. | |
| Staes, P., Thijs, N., & Claessens, D. (2016). CAF Improvement identification, prioritisation and implementation. CAF Resource Centre. | |
| Stein, A. (2007). Die neue Version 2006 des Common Assessment Framework: Praxiserprobtes Qualitätsbewertungsinstrument für die öffentliche Verwaltung. AWV-Informationen, 2, 4-7. | |
| Stein, A. (2013). Das CAF-Gütesiegel für kontinuierliche Qualitätsarbeit. Innovative Verwaltung, 5, 35-38. | |
| Stile, C. (2014). Il processo di cambiamento nelle pubbliche amministrazioni e il percorso verso l’eccellenza: il caso del Comune di Pisa [Doctoraldissertation, Università degli Studi di Salerno]. | |
| Stromsnes, D. (2002). Applying quality to public administration in practice, Presentation of the Common Assessment Framework (CAF). In J. Caddy et al. (Eds.), Building better quality administration for the public: Case studies from central and eastern Europe. NISPAcee. | |
| Swiss, J.E. (1992). Adapting Total Quality Management (TQM) to government. Public Administration Review, 52(4), 356-362. | |
| Thijs, N., & Staes, P. (2010). From self-assessment to external feedback: The CAF external feedback - Labelling effective CAF users. EIPAScope, 1, 9-14. | |
| Tomaževič, N., Seljak, J., & Aristovnik, A. (2014). The impact of CAF enablers on job satisfaction: the case of the Slovenian Law Enforcement Agency. Total Quality Management & Business Excellence, 25(11-12), 1336-1351. https://doi.org/10.1080/14783363.2013.844914. | |
| Tomaževič, N., Seljak, J., & Aristovnik, A. (2016). TQM in public administration organizations: An application of data envelopment analysis in the police service. Total Quality Management & Business Excellence, 27(11-12), 1396-1412. https://doi.org/10.1080/14783363.2015.1007861. | |
| Tropp, H. (2004). Verwaltungsmodernisierung: Evaluation eines Organisationsentwicklungsprozesses nach Maßstäben des Common Assessment Framework am Beispiel eines Kreisgesundheitsamtes. Hartung-Gorre. | |
| Tropper-Malz, B., & Sejrek-Tunke, E. (2021). Many ways to improve - Quality management models by comparison [Chapter 1]. KDZ Centre for Public Administration Research. | |
| Tsimboukidou, I., Dionysopoulou, P., & Mylonakis, J. (2013). Total quality management systems in the Hellenic public administration: A case study on the Common Assessment Framework application. Public Administration Research, 2(2), 124. https://doi.org/10.5539/par.v2n2p124. | |
| Tuczek, F., Castka, P., & Wakolbinger, T.(2018). A review of management theories in the context of quality, environmental and social responsibility voluntary standards. Journal of Cleaner Production, 176, 399-416. https://doi.org/10.1016/j.jclepro.2017.12.161. | |
| Tuljak-Suban, D., & Suban, V. (2013). Quality standards implementation in maritime education and training institutions: fuzzy assessment. Transport problems, 8(2), 63-72. | |
| Van Dooren, W., & Van de Walle, S. (2004). Why do Belgian public agencies use the Common Assessment Framework (CAF)? In E. Löffler & M. Vintar (Eds.), Improving the quality of East and Western European Public Services. Ashgate. | |
| Vrabkova, I. (2013). Quality management in public sector: Perspectives of Common Assessment Framework model in the European Union. ACTA VSFS, 2(7), 145-159. | |
| Webster, J., & Watson, R. T. (2002). Analyzing the past to prepare for the future: Writing a literature review. MIS Quarterly, 27(2), 13-23. | |
| Žurga, G. (2016). Quality management in Slovene public administration - Opportunities for learning from experience. Hrvatska JavnaUprava, 16(4), Article 3.https://doi.org/10.31297/hkju.16.4.3. | |
| Žurga, G. (Ed.). (2008). Quality management in public administrations of the EU member states: Comparative analysis. Ministry of Public Administration. | |
Miss Veronica Moscon
Institute for public management, Eurac Research, Bolzano-Bozen, 39100 - Italy
veronica.moscon@eurac.edu
|
|
|
|
| View all special issues >> | |
|
|
