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The Right Move
Shortcomings in both measurement systems and traditional methods for assessing customer satisfaction affect the ability of most firms to directly link quality improvements to changes in financial performance....
Can Benchmarking for Best Practices Work for Government?
Best practices imported from other organizations allow public sector agencies to improve service delivery. Benchmarking in the private sector goes back to Henry Ford and the Japanese dantotsu concept. Among the purposes of benchmarking for government...
The IRS and TVA Are Leading the Way
The Internal Revenue Service (IRS) and Tennessee Valley Authority (TVA) have been successful in reinventing government. This initiative, also known as the National Performance Review, is driven by political pressure, citizen concern, and the large...


