Systems Thinking in the Public Sector the title of a book by John Seddon. As usual I'm simply going to quote from a few pages:
Standardization constrains a system's ability to absorb variety.
...the test of a good measure: does it help us understand and improve performance.
focus on costs and costs will rise, focus on flow and costs will fall.
There are two kinds of customer demand: value demand and failure demand.
Waste is man made.
People's behaviour is a product of their system.