Bennet P. Lientz
John E. Anderson Graduate School of Management
University of California, Los Angeles (UCLA)

Kathryn P. Rea
The Consulting Edge, Inc.
Beverly Hills, California

Elsevier Butterworth Heinemann 200 Wheeler Road, Burlington, MA 01803, USA Linacre House, Jordan Hill, Oxford OX2 8DP, UK

Copyright 2004, Bennet P. Lientz and Kathryn P. Rea

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ISBN: 0-7506-7686-8

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About the Authors

Bennet Lientz is Professor in the Anderson Graduate School of Management, University of California, Los Angeles (UCLA) where he teaches courses in process improvement, change management, and information...