TY  - BOOK
AU  - Hiebeler, Robert
AU  - Ketteman, Charles
AU  - Kelly, Thomas B.
TI  - Best Practices: Building your Business with Customer Focused Solutions
SN  - 9780684860350
U1  - 650.11 
PY  - 1998///
CY  - London
PB  - Simon & Schuster UK Ltd.
KW  - General Management
ER  -