Smith, Ian <br/><br/>
Meeting customer needs 

 - 2nd ed. 
 - London :  Butterworth/Heinemann,  1997. 
 - xiv,2312p. :  ill. ; 
<br/><br/>Includes index. 
<br/><br/><label>ISBN: </label>0750633913 
<br/><br/><label>LC Class. No.: </label>HF5415.5  / Sm51 1997