000			01181cam a2200205Ia 4500
999			_c600 _d600
020			_a1560524855
020			_a817649657X
050	1	4	_aHF 5415.5 _bLAN
100	1		_aLangevin, Roger G.
245	1	0	_aCustomer focus : _ba strategy for success /
260			_aNew Delhi: _bVIVA Books Private Limited, _cc2004.
300			_ax, 99 pages : _bIllustrations ;
490	1		_aCrisp Management Library ;
500			_aIncludes appendix.
505	0		_aI. Customer Focus -- II. Quality Systems -- III. Market Research -- IV. Process Management -- V. Quality Improvement -- VI. Performance Measurement.
520	1		_a"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.
650		0	_aCustomer services - management.
650		0	_aTotal quality management.
942			_cBK