00373nam a2200133Ia 4500020001500000082002700015100002000042245010300062260003900165300001300204500001200217500000500229700000500234  a0873895002  aCD157b658.562 V391.CS  aVavra, Terry G.  aCustomer satisfaction measurement simplifiedba step-by-step guide for ISO 9001:2000 certification  aMilwaukeebASQ Quality Pressc2002  a1 CD-ROM  aDP27515  a  a