TY  - GEN
AU  - Murthy,D.B.N.
TI  - Managing quality: a practical guide to customer satisfaction 
SN  - 0761993061 (paperback)
U1  - 658.4013 
PY  - 2004///
CY  - [S.l.]
PB  - Sage Pubns Pvt Ltd
N2  - 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
UR  - http://www.amazon.com/exec/obidos/ASIN/0761993061/chopaconline-20
ER  -