TY  - BOOK
AU  - Hinton,Tom
TI  - Customer-focused quality: what to do on Monday morning 
SN  - 013189630X
PY  - 1994///
CY  - Englewood Cliffs, N.J.
PB  - Prentice Hall
KW  - Customer services
KW  - Quality control
KW  - Consumer Satisfaction
KW  - Total quality management
ER  -