Collier, David A. <br/><br/>
The service/quality solution :  using service management to gain competitive advantage / 
David A. Collier. 
 - Milwaukee, Wis. :  Burr Ridge, Ill. :  ASQC Quality Press ;  Irwin Professional Pub.,  c1994. 
 - xiv, 310 p. :  ill. ;  24 cm. 
<br/><br/><label>ISBN: </label>1556237537 
<br/><br/><label>LCCN: </label>93041421  
<br/><br/><label>LC Class. No.: </label>HF5415.5 .C62 1994  / .C62 1994 
<br/><br/><label>Dewey Class. No.: </label>658.8/12