@book{140903,
	author = {Taylor, Gerald M. and ebrary, Inc.},
	title = {Lean six sigma service excellence},
	publisher = {J. Ross Pub.,},
	year = {2009.},
	address = {Ft. Lauderdale, Fla. :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10520101}
}