00461    a2200157   4500020001800000082001800018100002300036245007900059260003500138300002000173650002300193650002600216650002100242650002100263700001900284  a9780749446499  a658.4092bARM  aArmstrong, Michael  aA handbook of management and leadershipba guide to management for results  aLondonbKogan Pagec2005g2005  ax, 242p.c24cm.  aQuality management  aManagerial activities  aSelf development  aCustomer service  aStephens, Tina