TY  - BOOK
AU  - Langevin,Roger G.
TI  - Customer focus: a strategy for success 
T2  - Crisp Management Library
SN  - 1560524855
AV  - HF 5415.5 LAN
PY  - 2004///
CY  - New Delhi
PB  - VIVA Books Private Limited
KW  - Customer services - management
KW  - Total quality management
N1  - Includes appendix; I. Customer Focus -- II. Quality Systems -- III. Market Research -- IV. Process Management -- V. Quality Improvement -- VI. Performance Measurement
N2  - "As strategic concepts, customer driven quality and service have moved to the top of the list for most managers. A day does not go by without some reminder of how important these factors have become. The tools that this book uses to examine and develop these topics are both familiar and critical. Market research, quality systems and performance measures are an essential part of a sound strategy to deliver the best that can be achieved for any customer."--BOOK JACKET
ER  -