Managing quality : a practical guide to customer satisfaction /
D. B. N. Murthy.
- [S.l.] : Sage Pubns Pvt Ltd, 2004.
- 226 p.
This book is a practical guide for the implementation of holistic quality management practices aimed at achieving customer satisfaction. Divided into fourteen chapters, the book provides a judicious blend of select techniques and philosophy for quality management. The significant features of the book include: A step-by-step, `hands-on' approach; inclusion of brief cases studies and examples; emphasis on doing simple things rights the first time and every time; jargon-free and easy-to-understand style, assuming little knowledge of statistics or background in quality.