Publisher's Synopsis
The selection of papers in this ebook come from the presentations made at the 16th Toulon-Verona Conference "Excellence in Services" that was held on the campus of the University of Ljubljana, Slovenia, on 29-30 August, 2013, honoured by Dr Gregor Virant, Minister of the Interior and of Public administration of Slovenia, and Dr Alex Douglas, editor of the TQM Journal, as guest keynote speakers. The conference has been held since 1997 and, with the widening scope of quality management, new themes have been added to the Conference over the years: Health Care, Local Government, Tourism, Banking, Logistics, to cover today all kinds of services offered to customers and users; hence the adoption of the name "Excellence in Services" for the Conference. Since 1998, more 1,000 papers have been presented in the Conference. The six papers selected for this ebook illustrate this wide view of quality management in services. Two deal with higher education in two quite different contexts, two deal with health care with innovating approaches, one with local government and one with the provision of energy services.
