@book{8260,
	author = {EHRLICH, BETSI HARRIS},
	title = {TRANSACTIONAL SIX SIGMA AND LEAN SERVICING: LEVERAGING MANUFACTURING CONCEPTS TO ACHIEVE WORLD-CLASS SERVICE},
	publisher = {CRC PRESS / SAINT LUCIE PRESS},
	year = {2002},
	address = {BOCA RATON, FLORIDA, USA}
}