TY  - BOOK
AU  - Yeh, Raymond
AU  - Pearlson, Keri Kozmetsky, George 
TI  - Zero time: providing instant customer value-everytime, all the time
U1  - 658.812 YEH  
PY  - 2000///
CY  - New York
PB  - John Wiley & Sons
ER  -