TY  - BOOK
AU  - OSBORNE David
AU  - PLASTRIK Peter
TI  - The reinventor's fieldbook: tools for transforming your government 
SN  - 0787943320 (pbk) :
PY  - 2000///
CY  - San Francisco
PB  - Jossey Bass
KW  - CUSTOMER RELATIONS
N1  - Includes bibliographical references (p. 615-664) and index
ER  -