00486nam a2200169Ia 450000500170000000800410001702000190005803700130007704000200009004100130011008400220012310000130014524500820015826000440024030000090028436500230029320250326144509.0250326s9999    xx            000 0 und d  a0-837389-675-7  aTextbook  aFMSLbengcFMSL  aeng2eng  aX8(A):74 P6qFMSL  aHarvey J 0aManaging service delivery proceses : linking strategy to operationscHarvey J  aWisconsinbWisconsin, ASQ Qualityc2006  a352p  b3891.5799999999999