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Lean six sigma service excellence a guide to green belt certification and bottom line improvement / Gerald M. Taylor.
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Taylor, Gerald M.
Published 2009
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Profiting from services and solutions : what product-centric firms need to know / Valarie A. Zeithaml, Stephen W. Brown, Mary Jo Bitner, and Jim Salas.
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Zeithaml, Valarie A.
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Brown, Stephen Walter, 1943-
Published 2014
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