Guthrie, J. (2006) 'The Joys of a Health Service Driven by Toyota'. June 22, 2006. Financial Times, (Accessed: 07.12.2014) H M Treasury (2009) London: H. M. Treasury. Operational Efficiency Programme: Final Report. Haveri, A. (2006) 'Complexity in local government change'. 8(1), pp. Public Management Review, 31-46. Johnston, R. and Clark, G. (2008) Harlow: FT/Prentice Hall. Service Operations Management. Johnston, R. and Clark, G. (2001) Essex: Pearson Education Ltd. Services Operations Management. Karwan, K. R. and Markland, R. E. (2006) 'Integrating service design principles and information technology to improve delivery and productivity in public sector operations: The case of South Carolina DMV.' 24(4), pp. 347-362. Journal of Operations Management, Krings, D., Levine, D. and Wall, T. (2006) 'The Use of in Local Government.' “Lean” Public 88(8), pp. 12-17. Management, McLaughlin, K., Osborne, S. and Chew, C. (2009) 'Developing the marketing function in UK Public Service Organizations: the contribution of theory and practice.' Public Money and 29(1), pp. 35-42. Management, Normann, R. (1991) New York: Service management: strategy and leadership in service business. Wiley. Office of the Deputy Prime Minister (2005) A Systematic Approach to Service Improvement. London: Office of the Deputy Prime Minister. Osborne, S. P. (2010) London: Routledge. The New Public Governance? Pettigrew, A. (2005) 'The Character and Significance of Management Research on the Public Services.' 48(6), pp. 973-977. Academy of Management Journal,
Guthrie, J. (2006) 'The Joys of a Health Service Driven by Toyota'. Financial Times, June 22, 2006. (Accessed: 07.12.2014) H M Treasury (2009) Operational Efficiency Programme: Final Report. London: H. M. Treasury. Haveri, A. (2006) 'Complexity in local government change'. Public Management Review, 8(1), pp. 31-46. Johnston, R. and Clark, G. (2008) Service Operations Management. Harlow: FT/Prentice Hall. Johnston, R. and Clark, G. (2001) Services Operations Management. Essex: Pearson Education Ltd. Karwan, K. R. and Markland, R. E. (2006) 'Integrating service design principles and information technology to improve delivery and productivity in public sector operations: The case of South Carolina DMV.' Journal of Operations Management, 24(4), pp. 347-362. Krings, D., Levine, D. and Wall, T. (2006) 'The Use of “Lean” in Local Government.' Public Management, 88(8), pp. 12-17. McLaughlin, K., Osborne, S. and Chew, C. (2009) 'Developing the marketing function in UK Public Service Organizations: the contribution of theory and practice.' Public Money and Management, 29(1), pp. 35-42. Normann, R. (1991) Service management: strategy and leadership in service business. New York: Wiley. Office of the Deputy Prime Minister (2005) A Systematic Approach to Service Improvement. London: Office of the Deputy Prime Minister. Osborne, S. P. (2010) The New Public Governance? London: Routledge. Pettigrew, A. (2005) 'The Character and Significance of Management Research on the Public Services.' Academy of Management Journal, 48(6), pp. 973-977.
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