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Call Center Benchmarking: Deciding If Good is Enough, Purdue University Press, 2000

 

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Software Testing in the Real World, Addison Wesley Publishing Company  ISBN: 0201877562

 

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Practical CM: Best Configuration Management Practices for the 21st Century, Raven Pub Co, 1999

 

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Handbook of Usability Testing: How to Plan, Design & Conduct Effective Tests, John Wiley & Sons, 1994

                                                                                                                                                      

Zairi, Mohamed
Benchmarking for Best Practice, Butterworth Heinemann, 1998