TY  - BOOK
AU  - Sturm, Rick
AU  - Jander, Mary
AU  - Morris, Wayne
TI  - Foundations of service level management
SN  - 9780672317439
SN  - 99063620
U1  - 658 STU 
PY  - 2000///
CY  - Indianapolis, IN
PB  - SAMS
KW  - Service-level agreements
KW  - Total quality management
N1  - Includes index
ER  -