Lean Six Sigma for service : how to use lean speed and Six Sigma quality to improve services and transactions - George, Michael L. (New York : McGraw-Hill, 2003)
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Keywords: management jakosti; Six Sigma (metoda); total quality management; služby; statistické metody; příručky; quality control; Six Sigma (Quality control standard); total quality management; service industries; statistical methods; handbooks and manuals