Baker, Ronald J. <br/><br/>
Measure What Matters to Customers 

 -  John Wiley & Sons, Inc.  2006 
<br/><br/> Includes index. 
<br/><br/><label>ISBN: </label>0471752940 
<br/><br/><label>Dewey Class. No.: </label>658.4038 B17 2006