TY  - BOOK
AU  - Bergman, Bo
AU  - Klefsjo, Bengt
TI  - Quality: from customer needs to customer satisfaction
SN  - 81-88689-47-5
U1  - 658.56 
PY  - 2006///
CY  - New Delhi
PB  - Overseas Press
KW  - Quality management
KW  - Quality control- standards
KW  - Customer service- Management
KW  - Customer satisfaction
KW  - Leadership- Quality
KW  - Quality control
ER  -