text S.l.]US AT&T Quality Steering Committee 1990 monographic xiv, 104 p. Seeks to help managers to make a stronger connection between business activities and customer satisfaction. Advocates the following four-step process: collecting and analysing customer, competitor, and market information; setting quality improvement objectives; developing business process measures; and, using feedback both from customers and from the process, to evaluate the objectives. Bibliography: p.90-93. Located in the Learning Resource Centre. 2/5/01 TESSA_H LRC 12.04.01 A178