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Design for six sigma for green belts and champions : applications for service operations - foundations, tools, DMADV, cases, and certification
Gitlow, Howard, (2006)
A complete and balanced service scorecard : creating value through sustained performance improvement
Tyagi, Rajesh Kumar, (2008)
Dienstleistungsmanagement : Strategien und Ansatzpunkte zur Schaffung von Servicequalität
Lehmann, Axel Peter, (1993)
Designing quality of service solutions for the enterprise
Siegel, Eric D., (2000)
Practical service level management : delivering high quality web-based services
MacConnell, John, (2004)