TY  - BOOK
AU  - Hinton,Tom
AU  - Schaeffer,Wini
TI  - Customer-focused quality: what to do on Monday morning 
SN  - 013189630X
AV  - HF5415.5 .H55 1994
PY  - 1994///
CY  - Englewood Cliffs, N.J.
PB  - Prentice Hall
KW  - Customer services
KW  - Quality control
KW  - Consumer satisfaction
KW  - Total quality management
KW  - Master in Management
N1  - Includes bibliographical references (p. 261-263) and index
ER  -