Descript |
xviii, 238 p. : ill. ; 24 cm. |
Contents |
Once upon a time in manufacturing -- The customer service center as a system -- Redefining the purpose, measures, and method of work -- Better measures, better thinking -- The 'break-fix' archetype -- Learning to see, learning to lead -- Customers--people who can pull you away from the competition -- Do these hold water? -- Watch out for the toolheads. |
ISBN |
9781563273278 (hbk.) |
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1563273276 (hbk.) |
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