00000nam 2200000 4500 INLIS000000001181812 20241119020658 0010-1124000383 ta 241119################e##########0#eng## 0-201-63383-3 658.812 658.812 ROH d ROHIT RAMASWAMY DESIGN AND MANAGEMENT OF SERVICE PROCESSES : Keeping Customers for Life / ROHIT RAMASWAMY Engineering Process Improvement Series CANADA : ADDISON-WESLEY PUBLISHING COMPANY, 1996 xxvii + 424 hlm ; 23 cm management design - 05969/IPDN/2011