Customer-centered reengineering : remapping for total customer value / Edwin T. Crego and Peter D. Schiffrin ; foreword, Karl Albrecht. Crego, Edwin T. Schiffrin, Peter D. Organizational change. Corporate reorganizations. Consumer satisfaction. Reengineering (Management) 658.4063 CRC Includes bibliographical references p. 209-213 and index. Burr Ridge, Ill. : Irwin Professional, c1995. c1995. 1995 Text xviii, 220 p. : eng