00616nam a2200121Ia 450000500170000008000220001710000150003924500800005426000520013430000110018652002770019758300200047420260716043413.0  aLRC 12.04.01 L478  aLee, Janet  aGreat performances : the best in customer satisfaction and customer service  bAT&T Quality Steering Committeea[S.l.]USc1991  axxi,17  aExplains the rationale behind focusing on customer satisfaction; and examines the role of management in creating a customer-focused organization.  Emphasises the need for finances and resources; and identifies customer-focused business processes which need to be designed.  c2/5/01kTESSA_H