Meeting customer needs 
Smith, Ian. 
 -  Butterworth-Heinemann.  1994 
 - xiv, 185 pages. 
<br/><br/>
<br/><br/><label>ISBN: </label>0-7506-0668-1 
<br/><br/><label>Dewey Class. No.: </label>658.8 Sm5m 1994