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ENDNOTES
[1]"Quality Services" (9 Guides and An Overview), Treasury Board Secretariat, October 1995.
[2]Mayne, John, Treasury Board Secretariat, Accountability for Program Performance: a Key to Effective Performance Monitoring and Reporting, September, 1994. (Draft)
[3]"Benchmarking", presentation overheads from the International Benchmarking Clearinghouse, p. 4.
[4]"Benchmarking", presentation overheads from the International Benchmarking Clearinghouse, p. 20.
[5]"Survey Shows It Pays to 'Borrow' and Implement the Best Service Practices", Coopers and Lybrand Consulting Centre for Excellence in Customer Satisfaction, The Lakewood Report, August 1995, p. 7, 8.
[6] For strategies and performance indicators, please refer to "Quality Services", Guide VIII: Benchmarking and Best Practices", Treasury Board Secretariat, October, 1995.
[7] Shepherdson, David, "Meeting The Challenge", CCMD, p. 21, 22
[8] "GE keeps those ideas coming", Fortune, August 12, 1991, p. 40-45.
[9]"Re-engineering With Love", The Economist, September
9th-15th, 1995, p. 69.