000 00289nam a2200121Ia 4500
008 200802s9999||||xx |||||||||||||| ||und||
020 _a978-0-470-84848-0
035 _a30235
100 _aMassam,P
245 0 _aManaging Service Level Quality .-
260 _bWiley, England
942 _cBK
999 _c30236
_d30236