@article{136683,
      author = {Byham, William C. and Cox, Jeff,},
      url = {http://library.usi.edu/record/136683},
      title = {Zapp! the lightning of empowerment : how to improve  productivity, quality and employee satisfaction /},
      publisher = {Development Dimensions International Press,},
      recid = {136683},
      pages = {209 p. : b ill. ;},
      address = {Pittsburgh :},
      year = {1989},
}