TY  - BOOK
AU  - RAMASWAMY, ROHIT
TI  - Design and Management of Service Processes: Keeping Customers for Life
U1  - 658.812 
PY  - 1996///
CY  - New York
PB  - Addison-Wesley
KW  -  TQM
KW  -  PRODUCTION PLANNING
KW  -  SERVICE INDUSTRIES--QUALITY CONTROL
KW  - CUSTOMER SERVICES--MANAGEMENT
ER  -