The New Public Organization, Kernaghan, Kenneth, Brian Marson and Sandford Borins, Institute of Public Administration of Canada, Toronto (2000)

Supervision, the theory and practice of first-line management, Kris Cole, Prentice Hall (2001)

NSW Public Sector Capability Framework, Department of Premier and Cabinet (2008)

Teamwork for Customers building organizations that take pride in serving, Dean Tjosvold, Jossey-Bass Publishers (1993)

The satisfaction and retention of frontline employees, a customer satisfaction measurement approach, Roland T. Rust and Greg L. Stewart, Vanderbilt University, Nashville, Tennessee, USA, and Heather Miller M/A/R/C Group, USA, and Debbie Pielack MBA Enterprise Corps, Lithuania

Internal service – barriers, flows and assessment, Robert Johnston, Warwick Business School, University of Warwick, Coventry, UK

Strategic integration of knowledge management and customer relationship management,  Chor-Beng Anthony Liew, Journal of Knowledge Management, Vol 12, No 4. 2008

A framework for organisational readiness for knowledge management, C.E. Siemieniuch, Dept of Aeronautical and Automotive Engineering and M.A Sinclair, Dept of Human Sciences, Loughborough University, UK

Retaining Employees - The Fast Track to Commitment,  Susan Curtis , Dept of Business and Management Studies, Manchester Metropolitan University, and Dennis Wright, Human Resource Management, Staffordshire University, Management Research News, Vol 24 No 8/9 2001

Unhappy Customers, Welcoming Complaints, Australian Securities Commission, Client Service Paper 1995

For further information on the contents contained in this handbook please contact:

Don Munro
Principal Project Officer
Department of Premier and Cabinet
eMail:  don.munro@dpc.nsw.gov.au
Telephone no:  9228-5132 Facsimile: 9228-3075.

Helen Ogston
Senior Project Officer
Department of Premier and Cabinet
eMail:  helen.ogston@dpc.nsw.gov.au
Telephone no:  9228-3212  Facsimile: 9228-3075.