Kenneth A. Klaseetc. University of North Carolina at Greensboro, USA   Abstract   This research is an empirical analysis of the effects of the benchmarking of EfficiencyPerformance Measures on total costs for six Public Works service delivery areasbased on data over the period 1998 to

 Marc Holzer (Rutgers University-Newark, USA) etc.   Abstract   The quality movement in the United States has been characterized as an impetusfor organizational effectiveness and responsiveness since the late 1970s. ‘Quality’can be a subjective term as each organization has its own def