an integrated approach Hanna, Mark. creator Newman, W. Rocky. S.l.] Prentice Hall 2001 800 p. ; 26 cm. This textbook emphasizes two major themes, first, that adding value and customer satisfaction should be the ultimate objective of any firm, and second, integrated operations - it usually takes coordinated operations to deliver the combination of service and value required to satisfy customers. Mark Hanna, W. Rocky Newman. 658 013258526X (hardcover) 9780132585262 (hardcover) http://www.amazon.com/exec/obidos/ASIN/013258526X/chopaconline-20 http://www.amazon.com/exec/obidos/ASIN/013258526X/chopaconline-20