Hinton, Tom
Customer focused quality : what to do on monday morning / Tom Hinton, Wini Schaeffer. — New Jersey : Prentice Hall, 1994. — 273 p. ; 23 cm. — ISBN 0-13-189630-X 1. Clientes.2. Calidad. I. Schaeffer, Wini. 658.89 658.562