J. P. Womack, D. Roos, and D. Jones, The Machine That Changed the World. Rawson and Associates, 1990.

M. L. George, Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions, 2003.

P. Hines, M. Holweg, and N. Rich, Learning to evolve, International Journal of Operations & Production Management, vol.24, issue.10, pp.994-1011, 2004.
DOI : 10.1080/03085149200000016

M. Graban, Lean Hospitals -Improving Quality, Patient Safety and Employee Satisfaction, 2009.

E. R. Pedersen and M. Huniche, Determinants of lean success and failure in the Danish public sector, International Journal of Public Sector Management, vol.24, issue.5, pp.403-420, 2011.
DOI : 10.1080/03085149200000016

Z. Radnor, P. Walley, A. Stephens, and G. Bucci, Evaluation of the Lean Approach to Business Management and Its Use in the Public Sector, 2006.

Z. Radnor and R. Boaden, Lean in the public services: panacea or paradox? Public Money and Management, pp.3-7, 2008.

D. Mehri, The Darker Side of Lean: An Insider's Perspective on the Realities of the Toyota Production System., Academy of Management Perspectives, vol.20, issue.2, pp.21-42, 2006.
DOI : 10.5465/AMP.2006.20591003

P. Hines and N. Rich, The seven value stream mapping tools, International Journal of Operations & Production Management, vol.17, issue.1, pp.46-64, 1997.
DOI : 10.1016/0925-5273(91)90099-F

A. Erridge and J. G. Murray, The application of lean supply in local government: the Belfast experiments, European Journal of Purchasing & Supply Management, vol.4, issue.4, pp.1349-1376, 1998.
DOI : 10.1016/S0969-7012(98)00012-4

J. P. Womack, D. Roos, D. Jones, D. T. Jones, A. Mitchell et al., The Machine That Changed the World Rawson and Associates Lean thinking for the NHS Toyota production system: beyond large-scale production Lean Thinking: Banish waste and create wealth in your organization, Service Value Stream Management (SVSM): Developing Lean Thinking in the Service Industry, pp.428-439, 1988.

B. Carter, A. Danford, D. Howcroft, H. Richardson, A. Smith et al., Lean and mean in the civil service: the case of processing in HMRC Public Money & Management (2011) 18Lean' Service: In defense of a production line approach Lean transformation in the pure service environment: the case of the call service centre Negotiating Lean; The fluidity and solidity of new management technologies in the Danish public sector Learning to Walk Before We Try to Run: Adapting Lean for the Public Sector Rethinking Service-oriented Government: is it really about services? Applying Lean production to the public sector Case Study Research: Design and methods, Let A thousand Flowers Bloom. Essays in commemoration of Prof.dr. René Wagenaar, pp.207-225, 1976.

W. J. Orlikowski, J. J. Baroudi, I. Benbasat, D. K. Goldstein, and M. Mead, Studying Information Technology in Organizations: Research Approaches and Assumptions The Case Research Strategy in Studies of Information Systems Strategic business process management for organizational effectiveness Adding public value The Work Foundation, Information Systems Research MIS Quarterly Long Range Planning, vol.2, issue.29, pp.1-28, 1987.