Lee, Janet creator text S.l.]US AT&T Quality Steering Committee 1991 monographic xxi,17 Explains 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. 2/5/01 TESSA_H LRC 12.04.01 L478 20260716043413.0