TY  - BOOK
AU  - Vavra, Terry G.
AU  - 
TI  - Customer satisfaction measurement simplified: a step-by-step guide for ISO 9001:2000 certification
SN  - 0873895002
U1  - CD157 
PY  - 2002///
CY  - Milwaukee
PB  - ASQ Quality Press
N1  - DP27515
ER  -