8Nancy Tuck and Gary Zaleski : Criteria for Developing Performance Measurement Systems in the Public Sector. International Journal of Public Adlministration. 19(11&12), 1947.
9Garrity, Rudolp B: Total quality management: An opportunity for high performance in federal organizations. Public Administration Quarterly 1993, Vol 16 Issue: 4.
10Paul W Taylor: Working with Quality at the New York State Department of Transportation. Public Productivity & Management Review. 1991. Vol. 15. Issue: 2. Start Page:205.
