TY  - BOOK
AU  - Pantry Sheila
AU  - Griffiths,Peter
TI  - The complete guide to preparing and implementing service level agreements
SN  - 1856044106
AV  - TS156 
U1  - 658.562 
PY  - 2001///
CY  - London
PB  - Library Association
KW  - Servicelevel agreements
KW  - Total quality management
KW  - Service industries
KW  - Quality control
KW  - Cost control
N1  - Previous ed.: 1997; Includes bibliographical references and index
ER  -