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	1.	Making Customer Service Happen: A Simple and Effective Guide to Achieving Customer Satisfaction while Reducing your Costs by Lake, Neville Hickey, Kristin Material type: Text; Format: print ; Literary form: Not fiction Publication details: New Delhi Viva Books Pvt. Ltd. 2006 Availability: Items available for loan: Institute of Management (1)Call number: 658.812 LAK. Place hold Add to cart (remove)
	2.	Making Strategic Planning Happen: A Simple and Effective Guide to Developing and Implementing A Practical Strategic Plan by Lake, Neville Material type: Text; Format: print ; Literary form: Not fiction Publication details: New Delhi Viva Books Pvt. Ltd. 2006 Availability: Items available for loan: Institute of Management (1)Call number: 658.4012 LAK. Place hold Add to cart (remove)
	3.	The Strategic Planning Workbook: Business Enterprise Guide by Lake, Neville Series: The Sunday Times Material type: Text; Format: print ; Literary form: Not fiction Publication details: London Kogan Page Limited 2002 Availability: Items available for loan: Institute of Management (1)Call number: 658.4012 LAK. Lists: Business Plan. Place hold Add to cart (remove)
	4.	The Strategic Planning Workbook: Business Enterprise Guide by Lake, Neville Series: The Sunday Times Material type: Film; Type of visual material: Publication details: London Kogan Page Limited 2002 Availability: Items available for reference: Institute of Management: Not For Loan (1)Call number: MC0479 . Add to cart (remove)

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