00341nam a2200109Ia 4500082002100000100003600021245006300057260003600120300003800156500000500194700003200199  a658.812bH666.CF  aHinton, Tom and Schaeffer, Wini  aCustomer-focused quality; what to do on monday morning ?b  aNew JerseybPrentice-Hallc1994  axiii, 273p. Index, Bibl. Appendix  a  aSchaeffer, Wini ; jt. auth.