ABSTRACT
This chapter explores the motives of public sector organisations in adopting quality models. Organisations want to improve their operations and increase management capacity by using quality models. The chapter presents some empirical results for Belgian public agencies by using the example of the Common Assessment Framework (CAF) and provides a brief description of the CAF and its diffusion in the Belgian public sector. The design and contents of the CAF are very similar to a 1999 version of the European Excellence Model designed by the European Foundation for Quality Management. In general, both internal and external motivations play a role when a public organisation decides to introduce a quality tool. The CAF was developed as an instrument to help public agencies in Europe to become familiar with the principles of quality management. A CAF self-assessment was the prerequisite for being allowed to make a presentation on 'good practice.
