CMMI® for Services

Guidelines for Superior Service

Eileen C. ForresterBrandon L. ButeauSandy Shrum


Upper Saddle River, NJ • Boston • Indianapolis • San FranciscoNew York • Toronto • Montreal • London • Munich • Paris • MadridCapetown • Sydney • Tokyo • Singapore • Mexico City

image CarnegieMellon Software Engineering Institute

The SEI Series in Software Engineering

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