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2001 2001 2002 2003 2 Owen E. Hughes 2001 2 Stever Cohen / William Eimicke 2001 David Osborne / Peter Plastrik 2002 Stever Cohen / Ronald Brand 2002 1994 1999 1998 David Osborne / Ted Gaebler 1998 1998 2000 ( 6 ) Michael G. Roskin, Robert L. Cord, James A. Medeiros, Walter S. Jones 2001 44
1994 1994 The Citizen s Charter First Report (1992), Londen: HMSO, Cm2101. Toward More Efficient Administration: Citizen s Charter in the United Kingdom and Hong Kong s Performance Pledge Programme, Hong Kong Public Administration, Vol. 2, No. 2, 1993 Survey Results - Performance Pledges Programme, Efficiency Unit of the Government of the Hong Kong SAR, August 1998 The Charter Mark - Guide for Applicants 2002, The Charter Mark Team, Cabinet Office, UK, October 2001 The President s Quality Award Program: 2001 Information & Application Improving Customer Service Through Effective Performance Management, Office of Personnel Management, United Stated, September1997 European Quality Award - Information for Applicants 2002, EFQM, Brussels Representative Office, 2001 http:// www.chartermark.gov.uk http://www.cabinet-office.gov.uk/servicefirst http://www.servicefirst.gov.uk/index/publications.htm http://www.eubenchmarking.net/ http://www.info.gov.hk/eu/ http://govinfo.library.unt.edu/npr/library/review.html http://www.spring.gov.sg/main.html http://www.efqm.org 45