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  1. 1
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    Business process improvement toolbox by Andersen, Bjorn

    Published 1999
    “…ASQ Quality…”
    Book

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  2. 2
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    Improving your measurement of customer satisfaction: a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs by Vavra, Terry G

    Published 1997
    “…ASQ Quality Press…”
    Book

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