books.google.co.uk - Six Sigma and Lean, two of the most successful initiatives for improving quality and productivity rooted in the manufacturing sector, are now needed by service organizations and other non-manufacturing organizations. Written in language understandable to the average business professional, this book is...http://books.google.co.uk/books/about/Lean_Six_Sigma_Service_Excellence.html?id=K9gbA4b_fhsC&q=customer+loyalty&utm_source=gb-gplus-shareLean Six Sigma Service Excellence
