000			00868nam a2200253Ia 4500
008			191130s2008##################000#0#eng##
020			_a9788131724712
022			_a2008005436
040			_aACL _cACL
082			_a658.3125 TYA
100			_aTyagi, Rajesh K
245			_aA complete and balanced service scorecard : creating value through sustained performance improvement _cRajesh K. Tyagi, Praveen Gupta
260			_aUpper Saddle River, N.J _bFT Press _cc2008
300			_axxv, 293 p. ; ill. ; 24 cm.
500			_aIncludes bibliographical references (p. 275-282) and index
650			_aCustomer services
650			_aPerformance - Measurement
650			_aService industries - Management
650			_aTotal quality management
700			_aGupta, Praveen
990			_a75cc7624ac10000c50476fa84867e14d
991			_a188503
999			_c241275 _d241275