Louro, Ana Isabel Carmona PereiraSilva, Maria José2010-09-022010-09-022010LOURO, Ana; SILVA, Maria José - A common assessment framework como instrumento de inovação nos serviços públicos. In LOURENÇO, Luís; SILVA, Maria José [ed. lit.] - Tópicos avançados de Gestão: reflexões contributo e aplicações. Covilhã: UBI, 2010. ISBN 978-989-654-029-6. p. 197-210ISBN 978-989-654-029-6http://hdl.handle.net/10400.11/347disponível apenas o resumoSeveral authors have been working on the concept of innovation in services as a tool that aims to bring the efficiency and effectiveness of those services. The application of management tools within the private government advocates the introduction of a new public management, given the quality, the self-assessment and therefore the promotion of innovation in services. In this context, the Common Assessment Framework (CAF) emmerges as a tool for self-assessment, based on the model of excellence of the European Foundation for Quality Management (EFQM), which the public sector can use to promote continuous improvement and therefore innovation in their services. Based on the theoretical framework developed in the literature review, this study assumes an analysis of surrounding the CAF, and if that in itself will have an influence to advocate for innovation in services, thus assuming a tool for scholars and public institutions to help themselves to improve their knowledge and organizational performance.porInnovation in servicesCommon assessment frameworkSelf assessmentjournal article