Purpose – In response to external pressures that Spanish City Halls have been experiencing since the late 1980s and beginning of the 1990s, some of the local administrations have become references of success among the rest of the Spanish City Halls by focusing their efforts on making...

Purpose – Recently, the operations management academic literature has seen articles focusing on the transfer of “lean” thinking or kaizen concept from the private to the public sector. In Spain, during the last 15 years, some local councils have also followed similar improvement...

Purpose – The purpose of this paper is to see how quality management is carried out in hotels in the Basque Country, a region in the north of Spain with a long tradition in the tourist sector. Design/methodology/approach – The objective of the study was to establish what approaches to...