TY  - BOOK
AU  - Shaw,James G.
TI  - Customer-inspired quality: looking backward through the telescope 
T2  - The Warren Bennis executive briefing series
SN  - 0787903469 (hardcover)
AV  - HD 62.15 .S5 1996
PY  - 1996///
CY  - San Francisco
PB  - Jossey-Bass
KW  - Total quality management
KW  - Consumer satisfaction
N1  - Includes bibliographical references (p. 123) and index
UR  - http://www.loc.gov/catdir/description/wiley035/9 6013020.html
UR  - http://www.loc.gov/catdir/toc/onix07/96013020.ht ml
ER  -