Sturm, Rick. <br/><br/>
Foundations of service level management / 
Rick Sturm, Wayne Morris, and Mary Jander. 
 - Indianapolis, Ind. :  SAMS,  c2000. 
 - xiii, 272 p. :  ill. ;  23 cm. 
<br/><br/> Includes index. 
<br/><br/><label>ISBN: </label>0672317435 
<br/><br/><label>LCCN: </label>99063620  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service-level agreements.<br/>Total quality management.
<br/><br/><label>LC Class. No.: </label>HF5415.53  / .S78 2000