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Latifah Abdol Latif, and Ramli Bahroom, and Fard, Pooyan Yousefi (2010) Improving accessibility and responsiveness in a complaints management system. E-leader Singapore .
Latifah Abdol Latif, and Ramli Bahroom, and Fard, Pooyan Yousefi (2010) Mystery calling : a qualitative application of the Lean Six Sigma approach. E-leader Singapore . pp. 1-9.