Methodology and Guides

The following are the existing guides on quality:

Guidelines that develop the programs of the General Framework for Quality Improvement in the General Administration of the State

Guide to Conducting Demand Analysis and User Satisfaction Assessment Studies (2014)
Guide to Managing Complaints and Suggestions (2013)
Guide to the Development of Letters of Service (2010)

Assessment guides:

EFQM 2020 Guide (2a.edicion)
EFQM 2025 guide
Model CAF 2020 The Common Evaluation Framework
Evaluation Guide. EVAM 2021 model
Cyklos Quality Test Usage Guide (2021)

Other published guides

The Value of Excellence Recommendations for excellence in public value creation through the EFQM Model (2018).
Guidelines for Public Administration Quality, A Management Toolbox, Summary Version
Common Framework on Letters of Service in Spanish Public Administrations (2015)
Letter of commitments to the quality of the Spanish Public Administrations. Evaluation Guide (2011)
Guide to the development and management of a letter of services in the Local Administration
Assessment Model Guide for Local Government
Public services Quality Assessment Guide

Previous editions of published guides:

EFQM 2020 Guide (1a. (d)
Recognition Program Guide v.6.0 (pdf)
EFQM 2013 Interpretation Guide for Public Administrations
CAF 2013, the Common Framework for Evaluation. Improvement of public organisations through self-assessment
CAF Education (2010)
CAF External Feedback Procedure (2009)
Document "CAF 2006, the Common Evaluation Framework. Improving an Organization through Self-Assessment (2007)