TY  - BOOK
AU  - Shaw,James G.
TI  - Customer-inspired quality: looking backward through the telescope 
SN  - 0787903469 (hardcover)
AV  - HD62.15 .Sh1 1996
U1  - 658.5/62 20
PY  - 1996///
CY  - San Francisco
PB  - Jossey-Bass
KW  - Total quality management
KW  - Consumer satisfaction
N1  - Includes bibliographical references (p. 123) and index
UR  - http://www.loc.gov/catdir/description/wiley035/96013020.html
UR  - http://www.loc.gov/catdir/toc/onix07/96013020.html
UR  - http://www.loc.gov/catdir/enhancements/fy0705/96013020-b.html
ER  -