TY  - BOOK
AU  - Sturm,Rick
AU  - Morris,Wayne
AU  - Jander,Mary
TI  - Foundations of service level management
SN  - 0672317435 (pbk.)
AV  - HF5415.53 .S78 2000
U1  - 005.3 21
PY  - 2000///
CY  - Indianapolis, Ind.
PB  - SAMS
KW  - Service-level agreements
KW  - Total quality management
N1  - Includes index
ER  -