ABSTRACT
Quality in government is provided through efficient and effective delivery of goods and services that meet end user requirements, and it is the unit manager's job to ensure that the resources entrusted to them obtain that intended result. This chapter introduces the process management standard as a basic blueprint for process management in government, and the process certification criteria as a way of objectively measuring the maturity of processes, and its relative level of efficiency and effectiveness. It focuses on a unifying theory of work management that is new to quality science. The process management standard is provided as an "open source" model of certifying the maturity of process management in any government office. Its primary benefit is that it can rapidly be put in use by government agencies with very little up-front investment and without extensive training.
