Quality management for IT services :  perspectives on business and process performance / 
editors Claus-Peter Praeg, Dieter Spath 
 - Hershey, PA :  Business Science Reference,  c2011 
 - xiv, 332 p. :  ill. ;  28 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9781616928896 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Information technology--Management<br/>Information technology--Quality control