Ramaswamy, Rohit  1960- <br/><br/>
Design and management of service proceses 
Rohit Ramaswamy 
 - Reading, Massachusetts  Addison-Wesley  1996 
 - xxvii, 424p.  26cm. 
<br/><br/> Includes Index. 
<br/><br/>Bibliography : p. 411-414 
<br/><br/><label>ISBN: </label>0201633833 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Management.<br/>Production planning.<br/>Services industries--Quality control.<br/>Total quality management.