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The Six Sigma black belt handbook
Published 2005
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Juran's quality handbook
Published 2000
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Requirement engineering evaluation of real time instant messaging using ISO 9126 metrics (Integrated RMN signal reader/drafter)
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Mazlan Yasin
Published 2004
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Monitoring, measuring and managing customer service
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Goodman
Published 2000
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The ISO 14000 handbook
Published 1998
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