TY  - BOOK
AU  - Groves, Dennis
TI  - Achieving class A business excellence: : an executive's perspective
SN  - 9780470260340 (hb)
U1  - 658.409 
PY  - 2008///
CY  - New Jersey
PB  - John Wiley & Sons Inc.
KW  - Management
KW  - Business success
KW  - Customer satisfaction
KW  - Competitive pressure
KW  - Managing service
KW  - Process design
KW  - Leadership
KW  - RSBM
KW  - GLB-LHR
N1  - Includes index
ER  -