00000nam 2200000 4500 INLIS000000001170324 20231127024246 0010-1123001186 ta 231127###########################0#eng## 0-201-63383-3 658.8 658.8 ROH d ROHIT RAMASWAMY DESIGN AND MANGEMENT OF SERVICE PROCESSES KEEPING CUSTOMERS FOR LIFE / ROHIT RAMASWAMY CANADA : COMPANY INC, 1996 xxvii + 424 hlm ; 23,5 cm MANGEMENT -