TY  - BOOK
AU  - Schonberger,Richard J.
ED  - Knod Edward M.
TI  - Operations management: improving customer service 
SN  - 0256082405
AV  - TS155 .S3244
PY  - 1991///
CY  - Homewood
PB  - Irwin
KW  - Production management
ER  -