@incollection{Batson21, author = {Robert G. Batson}, title = {A Service Management Metric with Origin in Plant Management}, booktitle = {Concepts, Applications and Emerging Opportunities in Industrial Engineering}, publisher = {IntechOpen}, address = {Rijeka}, year = {2021}, editor = {Gary Moynihan}, chapter = {4}, doi = {10.5772/intechopen.93139}, url = {https://doi.org/10.5772/intechopen.93139} }