A benchmarking program gives your help desk an opportunity to add value to your organization by supporting its continuous improvement process Jerry Mirelli, an IT and business management consultant, presents аюцсйa concise introduction to this growing management discipline You'll see why smart companies benchmark, and understand how the process can help your support center evolve beyond problem solving to become an essential monitor of corporate success Формат: 14 см х 21,5 бмлчпсм Автор Jerry Mirelli.